NOC Manager

The NOC Manager is a supervisory position overseeing a 24/7 operation of network performance & implementing quality processes and functions to achieve committed SLA and KPIs. Other roles of the NOC include:  Being responsible of the NOC and all functions under it; Dealing with performance of Process people and tools; Dealing with Customer and Interfaces; Managing Escalations and interventions; Controlling Discipline and Skills development
Roles & Responsibilities
Network Surveillance
The primary objective of Network Surveillance is to ensure all faults are captured and dealt with efficiently, and according to the agreed SLA and contract. The NOC Manager’s functions include the following
Supervise day to day NOC operations, escalations and ticketing.
Ensure all process documents are up to date and followed.
Set the NOC team members PBC and Team PBC
Audit the work load, ability, and quality of the NOC members.
Ensure all NOC personnel have adequate training and skills to follow the agreed business process.
Perform resource planning for 24 x 7 surveillance.
Liaise with Back Office for support (L2 & L3)
Manage the FO to maintain and improve the agreed SLA’s as per contract.
Ensure the Network Monitoring systems are up to date and all NOC personnel are skilled to monitor the system.
Audit the Shift Handover reports, Fault reports, Outage reports, Service Performance reports, and Trouble Ticket reports.
Perform conflict resolution, motivation, and personal development within the Front Office team members.
Fault Management
The primary objective of Fault Management Process is to restore normal service as quickly as possible and minimize duration of network service outage, thus ensuring that the contractually agreed levels of service quality and availability are maintained and reported accurately. The NOC Manager must.
Audit the reports generated by the Fault Manager.
Solve all escalated issues and manage the lines of communication between the departments.
Ensure that the Fault process is correctly followed.
Service Desk
The main objective of the Service Desk is to restore normal customer issues within the SLA limits and minimize the adverse impact on Client business operations. The NOC Manager is to ensure
All tickets from SOC are handled correctly and routed to the correct centre by the Service Desk
Assess the quality of tickets that are closed and check that they are within SLA.
Audit the accuracy and quality of the Service Desk Reports.
Liaise with the client on all escalated matters pertaining to the Service Desk Process.
Change Administration
Change Management is the process of planning, coordinating, implementing and monitoring changes on the pre production, production and operational environment. The NOC manager will assist with
Ensuring the Change Request lead time is adhered to by other departments.
Review impact analysis on all changes.
Checking accuracy of the reporting from the Change Administrator.
Client liaison in respect to the alterations in the process.
Interaction with the Change Control Board.
Problem management
The aim of Problem Management is to find a root cause to identified problems to minimize adverse impact on the clients.
Ensure that Problems are acknowledged, logged, and prioritized according to category.
Root causes and solutions are identified.
Interact with all relevant departments and stakeholders.
Solutions are implemented correctly.
All problem reports are reviewed.
Workforce Management
The main objective of Workforce Management is to balance work needs with available resources, ensuring that strategic objectives are met in an efficient, cost effective manner, while balancing fairness in human resource management practices. The NOC Manager will be involved with..
Review of the quality process and functions.
Supervision of the NOC Operations.
Communications with the customer and internal support teams.
Training schedules of personnel.
Auditing of workloads and abilities.
Analysis of Continual Service Improvement.
Requirements: Duties/Skills/Qualifications
Duties
Definition of NOC/ Front Office Team roles and responsibilities
Implement quality processes and functions to achieve committed SLA and KPIs.
Manage and ensure the execution and operation of the Functions and tasks outlined above by all NOC Functions Leaders
Coordinate regular reporting and Stats to customer
Provide and manage 3 Party  or vendors Escalations
Develop RCA reports on escalations or complaints or SLA breached
Working with HR in the Provision of team job descriptions
Update quarterly PBC (Personal Business Commitment) with team leader and perform staff evaluation.
Attend Management  meetings with
Arrange advanced product training in line with management
Skills
Strong managerial and leadership abilities
Good planning and coordination skills
Sound communication skills – cross culturally
Excellent planning capability
Ability to work under pressure
Excellent command of written and spoken English
Installation, quality, operation, and maintenance of telecommunication equipment and systems
Result orientated
Ability to foster client relationships
Attention to detail
Experience
10 Years in operational telecommunications
Network Quality Assurance
5 years of personnel management.
Education
Degree in Telecommunications or equivalent National Diploma