Network Operations Centre (NOC) Team Leader

SUMMARY:
Our client a leading multinational Telco requires a NOC Team Leader.

The person needs to have CCNA or hands on experience with Cisco and related telecommunications technologies, ITIL Lifecycle, 2 years' Service Desk Management or equivalent PLUS a minimum of 3 years' experience in a Support Leadership role/NOC environment, and experience in an Enterprise and Wholesale telecommunications support environment.  

POSITION INFO:
Requirements:

Knowledge:

• Thorough knowledge of networks in the telecommunications industry.
• Knowledge of customer service principles.
• General understanding of the Basic Conditions of Employment Act in relation to a Support Centre environment.

• Excellent written and verbal communication skills in English.
• Practical understanding of network design.
• Analytical skills.
• Proficient in MS Office, particularly Excel - have some level of understanding of formulas.

• Customer Responsiveness
• Results driven
• Supervisory skills
• Leadership
• Problem solving
• Attention to detail
• Admin orientated
• Stress tolerance
• Resilience

• CCNA or hands on experience with Cisco and related Telecommunications technologies.
• BTech degree or equivalent.
• ITIL Lifecycle.
• 2 Years’ Service Desk Management or equivalent.

• Minimum of 3 years’ experience in a Support Leadership role / NOC environment.
• Experience in an Enterprise and Wholesale Telecommuncations support environment.

• Must be willing to work weekends shifts on a monthly basis, or after hours, if required.
• Must be willing to provide backup to Team Manager as required, in customer meetings and strategic initiatives.
• Experience in personnel and shift coordination and management and daily reports on shift operations and issues handled/escalated.
• Experienced and proficient with troubleshooting techniques and problem-solving in a 24x7x365 production environment.
• Ability to multi-task, fast learner, good analytical skills, self-learner, and Service Orientation.
• Self-driven and independent who is able to take responsibility and proactively carry-on tasks as a self-contributor.
• Excellent interpersonal relationship & communication ability.
• English at a very high level written and verbal.
• Identify and verify service impact to customers, and dispatch subject matter experts in support of problem resolution.
• Communicate with internal and customer-facing teams in support of status updates regarding open issues and implement actions in support of root cause analysis and problem remediation.
• Effectively lead troubleshooting efforts during outage bridges.

• Customer Satisfaction.
• Supervise Team.
• Supplier adherence to SLA''s.
• Administration.
• Reporting.

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