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:
– C1
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
Desired Skills:
- Customer Reporting (NOC)
- Quality Assurance Reporting
- Network Planning