Careers

NOC Service Desk Manager

By 10/10/2017 No Comments
Job Title: NOC Service Desk Manager Date posted:  10/09/2017 
Location: Johannesburg Travel Required:  Yes
 Salary Range:  Negotiable  Position Type:  Permanent

Job Description

Job Purpose:

The main purpose of the Service Desk Manager is to ensure that all incidents and requests logged with the FibreCo Network Operations Centre (NOC) are resolved/ fulfilled efficiently, on time, accurately and in accordance with Service Level Agreements.

Job Description:

  • The Service Desk Manager will function as part of National Network Operations team, reporting to the NOC Manager, in alignment with the FibreCo strategy and key customer requirements.
  • Manage high level customer interaction within the NOC environment and take ownership of customer escalations.
  • Responsible for leading and managing day to day activities of the team to ensure internal and external clients SLA’s are achieved.
  • Manage and monitor the NOC team regarding service operations during incidents and any managed activities on the ticketing system including planned works.
  • The Service Desk Manager will be expected to interact with other groups within the FibreCo environment, such as technology & infrastructure, sales & marketing, business development, procurement and finance as applicable

Duties:

  • Problem and Incident management ensuring that SLA’s are achieved and client expectations are met.
  • Support maintaining policies and procedures, support coordination, training, and all other functions relating to the management and administration of the NOC.
  • Managing maximum possible service availability and performance across the network.
  • Ensure the NOC tools and information systems are utilized correctly and relevant information is provided.
  • Build services relationships with clients and service providers.
  • Work as a team member within the organisation to provide a resilient service to FibreCo customers.
  • Providing high quality telephonic and remote support that will aid in the timeous resolution of incidents, both internal and external.
  • Collaborating extensively with peers and other teams within Network Operations to drive problem resolution and contribute to a growing knowledge network.
  • Management of staff performance, development, time and attendance, capacity management, skills development, team performance and administration of resources.
  • Any additional or ad hoc functions can be requested to be done as and when required

Skills and Knowledge:

  • Deciding and Initiating Action.
  • Leading and Supervising.
  • Planning and Organising.
  • Delivering Results and Meeting Customer Expectations.
  • Following Instructions and Procedures.
  • Knowledge and understanding of Service Desk Applications.
  • Possess strong verbal, written and documentation communication skills.
  • Proven supervisory skills (ability to supervise a shift based Incident Management Team).

Minimum Requirements:

  • Tertiary qualification (preferable) or relevant experience
  • ITIL Foundations v3 (preferable)
  • ITIL Service Operations (preferable)
  • 5- 8 Years Telecommunications experience across various areas.
  • Minimum 2 Years’ experience in an IT/Telecommunications service/NOC environment
  • People management experience
  • Experience and knowledge of working with ITIL best practice business processes
  • Experience in incident tracking, management and reporting (process and technology)
  • Fibre Optic, Transmission and Network experience will be an added advantage