Manager: NOC

Job Description

Supervises? Network Surveillance Team? Service Desk Team? Noc Analyst Team? Noc Tools & Admin? RMS Remotely Acceptance team.Key Deliverables &Mission? Oversee information gathering and dissemination, as well as incident and problem management in the NOC, ensuring that end-to-end processes and activities are effectively and efficiently carried out by accountable teams.? Responsible for managing and coordinating the NOC team. The main aim for this coordination is to ensure that the networking system runs efficiently without interruption.Key Roles &Responsibilities? Build and lead NOC team. Ensure surveillance, organization, and motivation of all NOC team members. Provide leadership and direction to NOC engineers and leads who are responsible for customer trouble tickets, system events, monitoring, backup/restore operations etc.? Recruit and train NOC personnel as required. Conduct regular 1:1?s with assigned staff and provide ongoing training, coaching, and mentoring.? Coordinates the duty shift table for the NOC operations and carefully allocates staff members (NOC technicians and NOC engineers) on different shift duties for ensuring the whole NOC shift works in an efficient and effective manner.? Develop and drive improvements to all NOC methods and quality procedures to drive high customer satisfaction for a NOC operation that runs 7*24*365(proper operation and surveillance of the network).? Lead the day-to-day activities of the NOC staff to successfully maintain required standards, uptime, and customer service. Ensure that work assignments are completed.? Serve as the escalation point of contact for NOC engineers concerning technical issues. Establish action plans for improvements based on escalation trending analysis? Effective implementation of the end-to-end fault management process company wide? Check whether network performance reports are generated as desired pattern and delivered on time to concerned parties.? Have efficient and documented routines/procedures with all concerned inner working units like different system support units, inner working operators, subcontractors, rollout units, planning/engineering units? Communicate regularly with line manager (CTO) and customers to get escalations and follow up.? Ensure processes are aligned towards achieving committed SLAs and KPIs.? Attend management and customers meetings about NOC activities. Achieve customer satisfaction within network performance.? Ensure all workarounds performed to restore service are revisited as part of permanent resolutions to network issues.? Initiate and implement ideas to improve operational procedures, policies, and functions of the regional NOC.? Establish and maintain well-defined and effective communication channels with internal and external customers.? Serve as custodian of the NOC Knowledge Base.? Continuously search for ways to improve the network performance.? Develop proactive methodologies for conducting fault diagnostics and resolution.? Identify new interfaces, tools, and applications to increase effectiveness of the Network Management Systems (NMS) deployed.? Continuously assess operational and business continuity risks, ensuring timely awareness and deploying mitigating initiatives.? Perform other tasks and duties as assigned by CTOKey Interface? Operation & Maintenance? Rollout? PMO? Commercial? Supply Chain and Procurement? Finance? Security and Audit Team? Business Risk Management team? Customers? Regulatory bodies? VendorsPerformanceMeasurementAs defined in the Role ? Based Goal Sheets

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