Senior Manager: Network Operations Centre (NOC)

SUMMARY:
Ensure that that highest level of customer experience is attained in accordance with global service quality standards

POSITION INFO:

Ensure that that highest level of customer experience is attained in accordance with global service quality standards. Lead the Service, Command and Operations Centres, ensuring that customer incidents are dealt with in accordance to relevant processes, contractual obligations and service level agreements. Accountable for the entire life cycle of management and automation software tools used within the Operations Centre including process and technology refinement. Security management of Operations environment.

Duties: 

• Lead and promote a culture of performance excellence, employee engagement, innovation and transformation.
• Keep abreast of constantly evolving trends in the information technology industry.
• Manage the identification and mitigation of risk within the Operations Centre.
• Provide input into and track against the annual budget and forecasts within defined guidelines, directing and coordinating activities to achieve revenue and cost containment targets.
• Accountable for the Business Intelligence platforms that drive the Operation Centre
• Continuous end to end Operation Centre process and technology refinement
• Support, promote and enhance the Digital Transformation Strategy of ConCom, as a subject matter expert, driving acquisition, installation, integration and optimisation of NOC tools
• Accountable for Stakeholder and 3rd party management to achieve customer SLA’s and highest level of customer experience
• Accountable for execution of our Customer Experience strategy

Qualifications

• 3 Year degree/ diploma (NQF 6) in Engineering, Business or Information Technology or equivalent OR Grade 12

Certification/ Professional Registration

• ITIL Foundation V3 at least.

Experience

• 7-10 years’ experience in ICT operations, 3 years is at a senior management level.
• 9 Years’ experience for Grade 12 with 3 years is at a senior management level

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