NOC Support Specialist

SUMMARY:
We are seeking a proactive and detail-oriented NOC Support Specialist to join a leading multinational telecommunications company based in Sandton. In this role, you will be responsible for ensuring the continuous operation and optimal performance of National Operations Centre (NOC) systems, with a strong focus on maintaining system uptime and service availability.

The successful candidate will have experience working in the NOC and the Tower industry and should be able to troubleshoot utility and site issues.

POSITION INFO:
Position overview:

• To ensure the National Operations Centre (NOC) Systems are operational, and the uptime is maintained.
• To be an independent adjudicator on performance toward our customers and vendors.
• To manage SLAs (service level agreements), ensuring that the contracted agreements are met by the company’s external service vendor.
• To provide data and business intelligence to the business to make informed data-driven decisions.
• To engage with all internal and external stakeholders that make use of the NOC function.

• A Contracts Management qualification
• At least 5 years’ work experience in the telecoms industry, which includes:
  • Contracts and SLA management (NOC Environment): at least 3 years
  • Project management: at least 2 years
  • Customer Service: at least 3 years
• Contact Centre Operations (Level 4)
• Operations Management
• Business and Management Development
• Data Analysis
• Driver’s license

• Computer literacy, e.g., MS Office suite; Oracle Analytics, Remote Monitoring Software, and the ticketing system
• Data analytical skills
• Systems and alarm fault interrogation skills
  Basic electrical skills
• Business reporting skills
• Process management skills
• Knowledge of telecommunication site builds
• Commissioning skills of the company’s remote monitoring systems.
• Good verbal and written communication skills

• Identifies and responds to customer needs in the National Operations Centre.
• Provide coaching and training on the company’s systems in the National Operations Centre.
• Works closely with IT to maintain and improve systems to uphold regional standards.
• Ensures connectivity to all third-party applications and systems.
• Compiles new reports as required to manage customer SLAs.
• Participates in the root-cause analysis with the SLA manager and the technical teams (Power) when breaches occur.
• Provides specialist customised training to the relevant external NOC employees and other stakeholders to drive high performance and meet SLAs.
• Monitors the accuracy and timeliness of the data as maintained in the NOC database and other relevant operations-related databases and trackers.
• Responsible for the optimal performance of the NOC and its respective functions.
• Responsible for ensuring that there is a disaster recovery plan in place for the company.
• Ensure Access Support and Monitoring of the company’s Access Statuses.
  Access App uptake.
  • Locks status reporting.

• Ensures that the processes, policies, and SLAs that have been agreed upon with the appointed external vendor for managing the queries logged with the NOC are effectively implemented.
• Ensures that queries are responded to according to the agreed SLAs (service level agreements).
• Ensures that when second-level query escalation is required, that resolution is monitored and that queries are closed once resolved.
• Ensures that reports can be generated to track the performance of the NOC against the relevant agreed SLAs.
• Receives monthly status updates from the service vendor on the vendor’s performance against the agreed KPIs of the vendor.
• Ensures customer satisfaction levels are of a high standard.

• Ensures that the NOC disaster recovery plan is in place and tested annually with the vendor.
• Ensures quarterly governance meetings with the NOC vendor

• Hybrid working arrangement. 3 days (60%) of work week in office and 2-day (40%) work from home.