Network Operations Administrator

Role:
Responsible for ensuring the accuracy of the NOC administration and the information captured in the monitoring and ticket logging systems.

Key Performance Areas:

Customer Reporting (NOC) 25%
Quality Assurance Reporting 25%
Network Planning 20%
Administration 10%
Incident Management 10%
Teamwork 10%

Competency Requirements for Position
Knowledge:

Knowledge of networks, preferably in the telecommunications industry
Knowledge of customer service principles

Skills:

Excellent written and verbal communication skills
Basic understanding of network design
Analytical and logical

Behavioral:

Customer Responsiveness
Admin orientated
Organised
Attention to detail
Stress tolerance
Resilience
Accuracy

Minimum Qualification:

Diploma in administration
ITIL Foundation
Qualification in networking would be an advantage

Minimum Experience:

Basic to Intermediate Excel skills
2 years’ experience in a NOC environment, preferable

Other Requirements:

Must be willing to work flexible shifts

Job Grade:

Key Stakeholder Relationships

Internal

Projects
Global Operations
Global Infrastructure
Global NOC
Quality Assurance
Sales
Finance
PRM

External

Suppliers
Customers

Key Performance Areas & Indicators
Customer Reports (NOC)

Ensure customer RFO’s/RCA’s are completed and shared on time – Reports sent out within specified timeframe
Extract and validate ad-hoc reports as required for suppliers/customers. – Reports submitted on time

Quality Assurance Reports (QA)

Verify and validate information to ensure integrity (verification) on QA Daily/Weekly/Monthly reports for customers, ensuring correct information and RFO’s on tickets. – Correct information submitted for reports
Ensure assigned monthly Customer QA reports are completed on time and with quality verifications in palce. – Reports sent out within specified timeframe

Network Planning / Change management

Scope and schedule the company maintenance with internal teams to mitigate network risks – Engaging internal teams to scope work
Accurately communicate the company /Supplier planned network change or activities to Customers. Communication to be sent out before, and after maintenance – Planned Works – send notification to client within 2 working days of receipt, or immediately for emergency work

Administration

Ensure Data Integrity on ITSM and monitoring tools after Turnup or Turndown is effected.- Turnup & turndown information correctly captured
Ensure correct supplier information on escalation matrices – Escalation matrices updated regularly
Ensure integrity on logged tickets before reports with Quality Assurance, ensuring correct information and RFO’s. – Daily reports – within 4 hours of receipt – Weekly reports – within 24 hours of receipt – Monthly reports – within 48 hours of receipt
Analyse data to identify and flag repetitive incidents & tracking of Service Improvement Plans. – Daily, weekly, monthly reports
Document and maintain processes for Enterprise/Wholesale clients. – Regularly update documentation with any changes
Maintain documentation for Data Center processes. – Regularly update process changes.
Site Access Management for equipment collection. – Arranging access after cancellations

Incident Management and Closure

Close all Planned Work tickets and tickets from other departments – Minimum of 20 tickets closed daily, or maximum completed tickets
Follow up on tickets pending RFO for critical customers. – Minimum 10 tickets per day
Follow up on assigned tickets for incidents – All assigned tickets daily

Teamwork

Work with colleagues to achieve overall team goals – Demonstrate willingness to assist others
Highlight problems and work with team to find solutions – Suggest solutions instead of problems
Take personal ownership of problems – Go the extra mile for the Customer