Supervisor Network and Monitoring

SUMMARY:
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POSITION INFO:

Introduction
Our client requires the services of a Supervisor Network and Monitoring in our Technology Department. The successful candidate will be responsible to manage and ensure that the systems are operational at all times and manage first line user support afterhours.

Job description

• Measure adherence to SLA for internal/external customers.
• Report to management on adherence to SLA for internal/external customers.
• Ensure compliance of incidents logged against the call logging process.
• Ensure all monitoring systems and appliances are in working order.
• Consistent feedback and follow-ups on outstanding incidents logged to Network Operators.
• Communicate outages to affected staff and the business as necessary.
• Management of Network Operator incident resolution and feedback to system and business owners.
• Coordinate and Manage all major incident and escalation.
• Ensure proper monitoring of sensors is carried out.
• Continuous Review of all monitored sensors.
• Draft and Provide RCA for all major incidents to management.
• Ability to assess faults, prioritize, respond and escalate accordingly.
• Diagnosing the network and service issues, following them through to resolution.
• Collate and interpret data from various sources.
• Analysing system and network performance using monitoring and graphical data.
• Clear communicator (both written and verbal).
• Be flexible and adaptable in approach to problem solving.
• Provide trend analysis of major incidents and outages.
• Drafting of weekly and monthly reports for management.
• Conduct incident management weekly meetings.
• Actively encourage strong working relationships with other teams.
• Actively seeks ways of improving existing systems and processes.
• Good self-awareness. Actively seeks out tasks that help develop skills and knowledge.
• Ensure compliance with workstation standards.
• Ensure compliance with network standards.
• Support Knowledge repository.
• Definition and maintenance of service interruption templates.
• Manage Resigned/Modified/New users system accounts.
• Investigate new processes and procedures to improve productivity.
• Responsible for the day-to-day management of Network Operator staff.
• Manage Leave schedule.
• Manage staff shifts schedule.
• Manage staff attendance and time keeping.
• Ensure Quality Assessment of work done.
• Ensure that staff comply with the SLA defined with the business.
• Set benchmarks and measure staff productivity.
• Perform quarterly reviews and measurement of KPA achievement.
• Manage a staff training program, including on the job training and staff mentoring process.

Minimum requirements

• Good academic background with an IT Diploma or equivalent qualification in Information Technology, Computing or relevant subject.
• 7 Years’ Experience in a Technical Support or similar role (Proven track record within a NOC, IT or ISP environment).
• 2 Years supervisory experience
• N
• A
• MSCE
• MCSA
• ITIL Foundation v3 or v4
• Incident management certification
• Analytical Thinking and Judgment
• Strategic Thinking must be evident
• Time Perspective
• Take Initiative
• Results orientation
• Planning, Organizing & Control
• Good network diagnostic skills.
• Good communicator with a natural aptitude for dealing with people