About the position
The Sentech Network Management Centre requires a team leader who will ensure that the shift roster is manageable, that we meet our contractual obligations with the customers, and assist in the reduction of callouts, He/she will be invaluable in addressing the current staff gap and will ensure that there is a suitable number of Operators on duty at any given time for service continuity.
The job responsibilities include the following:
- 24 x 7 x 365 Network Monitoring and Surveillance, Network Management Centre.
- Shift Work. Providing 1st and 2nd level technical support to both internal and external customers.
- Ensure adherence to shift handover processes by the MNS Operators.
- Ensure and maintain control and leadership within the NMC Operators.
- Ensure customer requirement and queries management.
- Follow-up on customer requests (new, upgrades) and complaints with relevant internal technical support structures.
- Handle all management escalations on time and on point.
- Ensure that overtime, timesheets, leave, shift roster, training documentation is correctly filled and submitted on time.
- Ensure adherence to company policies (HR, IT, etc.) and limit and monitor personal telephone and internet social network sites visits/usage. Promoting cost saving initiatives and adherence under your leadership.
- Ensure inputs on training requirements for employee development are submitted and provided timely to line management.
- Maintain and develop sound relations with both internal (i.e. Customer Care, Technical Support, NMC Operators, Line and Senior management, other business units) and external (i.e. Suppliers, Partner, Vendors, Service Providers, etc.) customers.
- Ensure new service and customer service activation on boarding process are followed and new networks corefields are processed and activated to assist in the fault management reporting.
- Build overall strong team of employees.
- Network Monitoring, Performance and technical support and management escalations.
- Ensure accurate network monitoring by operators is adhered in accordance to set policies, processes, procedures and standards.
- Ensure network faults and incidents and changes are attended and resolved within agreed SOP turnaround times.
- Ability to perform advanced technical remote troubleshooting on both current and future broadcast and broadband or telecoms networks.
- Ensure that operators accurately utilize the NMC knowledgebase and NMC user files for resolutions (1st and 2nd level) on incident and problem management resulting from the higher level support fault resolutions.
- Ensure that operators produce and generate technically sound and accurate sms network notifications, network performance, changes, commissioning incident reports.
- Follow-up on open tickets and works orders on HP Service desk and SAP twice (2) on a weekly basis. Provide open ticket reporting to management and escalate accordingly.
- Ensure that NMC operators per shift produce regular, accurate technically sound fault, maintenance and service-related performance reporting on a daily basis and submit on time.
- Form part of Change Management CAB committee, to ensure adherence by the internal Technical Support teams on all planned work activities in accordance to the change policy, processes and procedures.
- Ensure the NMC Asset Register is kept up to date.
- Ensure that Risk Register is updated, and feedback and escalation are made to line management.
- Proactively identify network performance faults and ensure resolution within agreed upon Service Level Agreements (SLA's).
- Ensure that high network availability on all network elements and systems is maintained and escalation to line and technical support followed through.
- Maintain and control authorised access to the equipment room in accordance with the security access control policy, procedures, and processes.
Technical/Function competencies required:
- Excellent proven communication skills, both written and verbal.
- Good interpersonal skills.
- Good coordination skills
- In-depth knowledge and understanding of the Information and Communication Technology (ICT) environment.
- Knowledge of ITIL, ITU, eTOM framework standards.
Sentech will give preference to suitable candidates who add to the cultural and gender diversity of the company.
If you are interested and meet the required criteria as described above, please send your CV on/or before 22 December 2023
Appointment will be done in accordance with Employment Equity Plan of the organization. People with disabilities will be given preferences and they are encouraged to apply. Medical examinations will be undertaken before successful appointment depending on the nature of the position.
Sentech reserves the right not to appoint.
Desired Skills:
- Supervisory management
- Operational responsibility
- Planning Shifts
Desired Work Experience:
- 2 to 5 years Team Leader & Supervisor
Desired Qualification Level:
