NOC Supervisor

Summary

The NOC Supervisor will be required to monitor network and voice related issues, assisting the NOC team and escalating where needed. Ensuring correct support procedures are implemented and followed. Reporting on statistics within the NOC and on common faults. Driving an ethos of customer satisfaction.

Essential Duties and Responsibilities

• Helpdesk – Meeting SLA’s and reporting on SLA Performance
• Monitoring, updating and escalating Support Requests
• Understand the network architecture from a monitoring perspective
• Analyse 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 motive the NOC team’s performance – Compiling status and progress reports as required
• Reporting the NOC team’s performance and concerns
• Implementing and maintaining Standard Operating Procedures for operations
• Initiate and implement procedure to improve performance and customer satisfaction
• Time management of staff
• Keeping stakeholders informed of issues, including status updates
• Support the Helpdesk Administrator with correctly assigning workload
• Maintain controllable quantities in the Support Helpdesk
• Monitoring customer satisfaction and using the feedback provided to improve the customer experience
• Research, diagnose, troubleshoot and document solutions on faults reported
• 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 support desk is adequately staffed at all times
• 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
• Dealing with all technical escalations be it with clients, suppliers or interconnect partners and service providers
• Ensure that the NOC team provides prompt 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 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

Supervisory Responsibilities

Qualifications and Experience Hard Skills Required

Knowledge, Soft Skills & Abilities Required

• • Customer service orientated
  • Possess Excellent verbal and written communication skills
  • Manage client expectations in a professional manner
  • Able to work under pressure to ensure client satisfaction
  • Problem solving skills
  • Willingness to learn
  • Work well under pressure to meet urgent lead times
  • Attention to detail
  • Excellent interpersonal skills
  • Honesty, reliability and initiative
  • Flexibility and adaptability to juggle a range of tasks and to work additional hours to meet deadlines
  • Excellent time management skills
  • A willingness to work overtime when required
  • A willingness to work shifts should the requirement arise
  • Excellent communication skills

Character Traits