Reputable, well established ICT, ISP and Telecoms company is hiring for an experienced NOC Supervisor.<\/p>\n
The NOC Supervisor is responsible for the management, resolution and process flow of tickets distributed to NOC Staff.<\/p>\n
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.<\/p>\n
They will also manage escalations and ensure these are dealt with and resolved as quickly as possible.<\/p>\n
Maintenance that might affect the business network will need to be managed and customer expectations managed by means of notifications and communication.<\/p>\n
NOC Supervisors will be required to do reporting on incidents as well as ticketing statistics and NOC Staff performance<\/p>\n
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Job Title: NOC Supervisor<\/strong> Job Summary:<\/strong>
\nLocation: <\/strong>Bryanston<\/p>\n
\nDuties & Responsibilities:<\/strong>
\nEnsure the NOC meets SLA\u2019s and report on SLA performance.
\nMonitoring, updating and resolving support escalations.
\nUnderstand the network architecture from a monitoring perspective.
\nAnalyze the monitoring system to ensure that faults are not missed.
\nTechnical understanding of different technical devices and their performance.
\nEnforcing the Infrastructure priority hierarchy.
\nUnderstanding client SLA\u2019s and enforcing SLA Timelines.
\nCreating procedural documentation, supporting documentation and checklists as needed.
\nDrive and motivate the NOC team\u2019s performance \u2013 Compiling status and progress reports.
\nProduce reports on the NOC team\u2019s performance.
\nImplement and maintain Standard Operating Procedures for operations.
\nInitiate and implement procedure to improve performance and customer satisfaction.
\nTime management of staff.
\nKeeping stake holders informed of issues, including status updates.
\nSupport team leaders with correctly assigning the workload.
\nMaintain controllable quantities in the Support tickets.
\nMonitoring customer satisfaction and using the feedback provided to improve the customer experience.
\nEnsure overall customer satisfaction.
\nWork with other related departments in all cross functional matters to ensure that requirements are carried out promptly.
\nPrimary interface for escalations to the NOC Manager from the NOC members
\nCo-ordinating shift rosters to ensure the NOC is always adequately staffed.
\nAssume responsibility for escalated\/unresolved queries.
\nIdentify training requirements and plan upskilling procedures.
\nIdentify and set goals for the team.
\nProvide an efficient working environment to the team and ensure all daily, monthly and yearly objectives are met.
\nEnsure that the NOC team follows the correct procedures, policies and processes across all aspects of the business
\nDeal with all technical escalations be it with clients, suppliers or interconnect partners and service providers
\nEnsure 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.
\nCollaborating extensively with the key staff members to resolve issues within the accepted time frames.
\nHandling the support and troubleshooting of technical issues that cannot be resolved by members of the support team.
\nDevelopment of operational technical documentation for the department<\/p>\n