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Network Operations Centre Manager

Department: Operations

Reporting Line: Director Operations

Job Objective:

Lead, manage and motivate the NOC team to deliver excellent client satisfaction through high levels of service, network reliability, quality and performance. To be acknowledged by the clients as their assurance champion

Key Duties & Responsibilities:

  • Team resource management
  • Proactive alarm / performance management, incident and problem resolution
  • Client / account manager and supplier interface for incidents, updates and outage reports
  • Technical first level trouble shooting and analysis
  • Management operational and technical interface, escalation / on-call
  • Critical event management, ensure correct escalation to TAC/NMC team as required
  • Manage NMC out of hours / disaster recovery
  • Support Client Service Management and Supplier Quality Management
  • Soft skill & technical competency, mentorship & training
  • Adhere to, lead compliance with, and assist in developing company policies and procedures
  • Champion the development, use of and ensure data integrity of NetSuite & WIOCC Hub
  • Innovate, report on and continually improve on operational KPIs
  • Service reporting excellence for both internal, clients and suppliers
  • Owner of the WIOCC client service experience

Minimum Qualifications:

  • Bachelor’s degree (or equivalent) in a technical field
  • Technical certifications CCNA or JNCIA (essential), CCNP or JNCP (desirable) or equivalent

Experience & Skills:

  • Requires minimum of 7 year’s technical experience in telecom industry with 4 years in a team leader / manager role, with desirably at least 2 years in second level technical support or equivalent
  • Knowledge of platforms including SDH, OTN, DWDM, ROADM, GPON, Data (Ethernet, IP/MPLS, OSPF, BGP).
  • Transmission and switching equipment i.e., Mikrotik, Juniper, Tejas Networks etc
  • Experience in network monitoring tools e.g. Cacti, MRTG, PRTG, NPM etc
  • Effective written and verbal communications skills evidenced by work history and accomplishments
  • Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
  • Must use B/OSS tools effectively to record information accurately and concisely in a timely manner
  • Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment

Attributes 

  • Team leader and manager, motivator, client focused, relationship builder
  • Integrity, honest with high ethical standards, boundless, passionate and flexible
  • Personal excellence, accuracy and attention to detail
  • Collaborative, achieve results through teamwork and partnerships
  • Strong analytical skills and able to collate and interpret data from various sources
  • Good English language communicator with a natural aptitude for dealing with people

Interested candidates are encouraged to apply by submitting their updated CV including three referees. Applications should be sent to hr@wiocc.net indicating the job position in the Subject Line.

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