About the position
Role purpose:
Manages network operations 24/7/365, coordinate shift workers, including site monitoring, corrective intervention tickets and Tier 2 network operations support requirements, including escalation management.
Accountabilities:
- Take accountability for 24/7 monitoring of the network infrastructure to identify and address potential issues promptly.
- Manage and coordinate shift workers effectively to ensure continuous coverage.
- Accountable for scheduling and optimizing resources during various shifts.
- Responsible for handling corrective intervention tickets, diagnosing network problems, and implementing solutions to minimize downtime.
- Take accountability for providing Tier 2 network operations support, resolving complex technical issues within the defined service level agreements.
- Manage escalations efficiently, ensuring proper documentation and communication with relevant stakeholders.
- Accountable for coordinating with higher-tier support and external vendors when necessary.
Provide regular performance reports on network operations, highlighting key metrics, incidents, and resolutions.
- Accountable for maintaining accurate and up-to-date records of network activities.
Core competencies, knowledge, and experience:
- Ability to effectively coordinate shift workers, ensuring seamless transition and coverage.
- Familiarity with scheduling and managing resources for round-the-clock network monitoring.
- Expertise in site monitoring, understanding the key performance indicators, and responding to potential issues proactively.
- Knowledge and skills in handling corrective intervention tickets promptly to address network disruptions.
- Ability to troubleshoot and resolve network issues efficiently.
- Proficiency in providing Tier 2 network operations support, including resolving complex technical issues.
- Understanding of network protocols, technologies, and configurations.
- Competence in managing escalations, ensuring timely communication and resolution of critical network incidents.
- Ability to collaborate with higher-tier support teams and external vendors.
- Strong communication skills to convey technical information clearly to both technical and non-technical stakeholders.
Must have technical / professional qualifications:
- Background in overseeing network infrastructure.
- 3-5 years' experience in coordinating shifts, managing resources effectively, and optimizing workforce schedules.
- Substantial technical expertise in network operations, including hands-on experience with network monitoring tools and technologies.
Desired Skills:
- Shift Management
- People Management
- Diagonise Network issues
Desired Work Experience:
Desired Qualification Level:
