To lead the shift in Carrying out faults detection, analysis, troubleshooting, escalation and resolution of all Alarms, Outages or faults. Ensure all processes and procedures are adhered to.
Key Roles & Responsibilities
Coordinate NOC shift to effectively monitor allocated portfolio and promptly react to and close all network-related faults accordingly.
Action all alarms/trouble tickets and ensure adherence to procedures.
Escalate/ Follow up on, trouble tickets and other outstanding faults to SFOMs/RTO and NOC Manager duty for timely resolution.?
Provide on-the-job training/guidance to subordinates and ensure strict compliance to escalation procedures.
Assist direct subordinates in the diagnosis and assignment of difficult network problems.?
Ensure regular network updates Reports from NOCs are provided to relevant units as predefined.
Review the performance of individual team members and complete appraisals in accordance with the employee performance appraisal procedures and time schedules.
Identify training requirements of team members, develop program to address knowledge gaps.
Provide critical data such as client support processes and procedures, workflow into the NOC Knowledge Base.?
Create an enabling environment on each shift, for NOC Engineers to effectively and promptly react to all network related faults.
Co-ordinate the activities and output of direct reports.
Set direct report objectives and monitor performance based on set objectives.
Automation of all routine processes to foster efficiency.?
Provide ideas that will improve performance.?
Consistently search for innovative ways to improve the quality of service to both internal and external customers.
