RAW IT Current Job Opportunity – Apply Now!

Posted on :

30 Mar, 2023

Category :


Reputable, well established ICT, ISP and Telecoms company is hiring for an experienced NOC Supervisor.

The NOC Supervisor is responsible for the management, resolution and process flow of tickets distributed to NOC Staff.

NOC Supervisors will be required to manage tickets in the NOC que such that customers get updated and informed on progress of queries raised within reasonable expectations.

They will also manage escalations and ensure these are dealt with and resolved as quickly as possible.

Maintenance that might affect the business network will need to be managed and customer expectations managed by means of notifications and communication.

NOC Supervisors will be required to do reporting on incidents as well as ticketing statistics and NOC Staff performance





Job Title: NOC Supervisor
Location: Bryanston

Job Summary:
Duties & Responsibilities:
Ensure the NOC meets SLA’s and report on SLA performance.
Monitoring, updating and resolving support escalations.
Understand the network architecture from a monitoring perspective.
Analyze the monitoring system to ensure that faults are not missed.
Technical understanding of different technical devices and their performance.
Enforcing the Infrastructure priority hierarchy.
Understanding client SLA’s and enforcing SLA Timelines.
Creating procedural documentation, supporting documentation and checklists as needed.
Drive and motivate the NOC team’s performance – Compiling status and progress reports.
Produce reports on the NOC team’s performance.
Implement and maintain Standard Operating Procedures for operations.
Initiate and implement procedure to improve performance and customer satisfaction.
Time management of staff.
Keeping stake holders informed of issues, including status updates.
Support team leaders with correctly assigning the workload.
Maintain controllable quantities in the Support tickets.
Monitoring customer satisfaction and using the feedback provided to improve the customer experience.
Ensure overall customer satisfaction.
Work with other related departments in all cross functional matters to ensure that requirements are carried out promptly.
Primary interface for escalations to the NOC Manager from the NOC members
Co-ordinating shift rosters to ensure the NOC is always adequately staffed.
Assume responsibility for escalated/unresolved queries.
Identify training requirements and plan upskilling procedures.
Identify and set goals for the team.
Provide an efficient working environment to the team and ensure all daily, monthly and yearly objectives are met.
Ensure that the NOC team follows the correct procedures, policies and processes across all aspects of the business
Deal with all technical escalations be it with clients, suppliers or interconnect partners and service providers
Ensure that the team provides first response on all service requests and that the service requests are managed in a timeous and professional manner by each member of the technical team.
Collaborating extensively with the key staff members to resolve issues within the accepted time frames.
Handling the support and troubleshooting of technical issues that cannot be resolved by members of the support team.
Development of operational technical documentation for the department

Desired Experience & Qualification:
Must have at least 1 year experience as a NOC Support Team lead

Must have a background with hands on NOC Support experince

Willing to work on a rotational shift roster with team, you will have input on scheduling the times

To Apply:

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