About the position
Role purpose:
To perform Network Operations Centre (NOC) shift management, trouble tickets management and provide regular & real time updates to both internal and external customers to ensure business and customer service level targets are achieved and improved. The NOC Manager shall be responsible for tickets reconciliations, tickets closure and creating quality reports on power availability and systems performance. Manages the network operations centre for SGS and the coordination and communication between support and business functions, manages customer fulfilment and assurance processes, including managing customer expectations.
Accountabilities:
- Initiates and follow through NOC actions required to achieve, improve, or maintain the agreed infrastructure service levels within budget, time and quality.
- Ensures infrastructure monitoring and surveillance requirements of all MAST installed infrastructure met and maintained.
- Ensures that monitoring, measurement, reporting and evaluation of the Service Level Agreement KPIs.
- Implements and maintains the NOC related service support and delivery processes.
- Constantly researches, identifies, and implements processes to enhance efficiencies.
- Ensures NOC participation in coordination of routine inspections.
- Designs and reviews routines and procedures within the NOC.
- Ensures development and maintenance of NOC systems records.
- Routinely reviews the NOC shift staffing and produces the staffing schedules.
- Participates in the negotiation, agreement, and regular review the SLAs and OLAs.
Core competencies, knowledge, and experience:
- Strong follow-up skills: ability to organize applicable department timelines and follow up with internal and external customer as needed.
- Knowledge on Network Power availability management.
- Leadership and supervisory training
- Service delivery & support process training
- Team player, self-motivated and resilient with good people management skills
- Ability and willingness to work shift hours (day and night shifts)
- Have good organizational skills, ability to accomplish multiple tasks within the agreed upon timeframes through effective prioritization of duties and functions in a fast-paced environment.
- Very good written and verbal communication skills, including the ability to present ideas and suggestions clearly and effectively.
- Strong track record of building and maintaining solid relationships with both internal and external customers and vendors.
- Must be able to handle stressful and difficult situations in a calm and professional manner.
- Ability to quickly adapt to changes in process, requirements, goals, and organizational change.
- Thorough understanding of network monitoring concepts and management tools
- Able to collate and interpret data from various sources.
Must have technical / professional qualifications:
- A Degree certificate in Engineering, IT or related field.
- At least 8 years' experience in NOC operations and handling.
- At least 5 years' experience in leadership position in a telecommunications field or related industry.
- Experience in Operations, service delivery and support process handling.
- Minimum 5+ years' experience in contractor's supervision in a Towerco operations.
- At least 5+ years in contractor and vendor management
- At least 5+ years' experience in power designing and optimization.
- At least 3+ years' experience in RMS site monitoring systems
- At least 3+ years' experience in managing of latest Power technologies like LIB, Delta, Eltek, Vertiv, Huawei, ZXD, Flex enclosure, GAVE, Actura and Netsure, Emmerson BC83.
Desired Skills:
- Network power
- Leadership/Management Skills
- Data Management
- Reporting
Desired Work Experience:
Desired Qualification Level:
