National Operations Centre

SUMMARY:
A leading telecommunications organisation is seeking an experienced National Operations Centre (NOC) Specialist to ensure optimal performance, uptime, and service delivery across NOC systems. This operationally focused role is responsible for SLA management, vendor oversight, data reporting, and stakeholder engagement to support high service standards and business continuity.

POSITION INFO:
Key Responsibilities:

Ensure NOC systems remain operational and uptime is consistently maintained.
Manage Service Level Agreements (SLAs) and monitor vendor performance against contractual commitments.
Act as an independent adjudicator of service delivery performance across customers and vendors.
Provide operational data and business intelligence to support informed decision-making.
Partner with IT and technical teams to maintain and enhance system functionality.
Compile and deliver reports to track performance against SLAs and KPIs.
Participate in root-cause analysis processes following SLA breaches.
Monitor data accuracy and ensure operational systems and databases remain up to date.
Support vendor escalation processes and monitor resolution timelines.
Ensure disaster recovery plans are in place and tested regularly.
Facilitate governance meetings and maintain compliance with operational standards.
Provide training and support to internal teams and relevant stakeholders.
Engage with internal and external stakeholders to support. service delivery and performance improvement.

Minimum Requirements:

Contracts Management qualification (essential).
Contact Centre Operations (Level 4), Operations Management. Business Management, or Data Analysis (advantageous).
Minimum 5 years’ experience within the telecommunications industry.
Minimum 3 years’ experience in Contracts and SLA.
Minimum 2 years’ Project Management experience.
Minimum 3 years’ Customer Service experience.
Experience with Oracle Analytics, remote monitoring systems, and ticketing platforms.
Strong data analysis and business reporting capability.
Systems monitoring and alarm fault interrogation skills.
Knowledge of telecommunication site builds and remote monitoring systems.
Strong process management capability.
Excellent communication and stakeholder engagement skills.

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