SUMMARY:
CUSTOMER SUPPORT AND NETWORK OPERATIONS MANAGER
POSITION INFO:
Employer Description Leaders in Critical Communications Job Description Team Leadership: Lead, mentor, and manage Tier 1\/2 operations or NOC (Network Operations Center) staff across shifts. Network Reliability: Ensure 24\/7\/365 uptime, monitoring latency, packet loss, and service quality metrics. Incident & Problem Management: Drive major incident response, outage restoration, and root cause analysis (RCA). SLA Compliance: Meet strict service level agreements and act as the primary escalation point for critical outages. Process Automation: Implement advanced monitoring tools, AIOps, and automation to improve response times. Cross-Functional Collaboration: Partner with field technicians, engineering teams, and vendors to coordinate hardware replacements and upgrades. Reporting & Capacity Planning: Produce performance dashboards, ticket trend analytics, and infrastructure scaling recommendations. Qualifications Bachelor's Degree or Advanced Diploma in IT Management, Business Administration or Information Systems. ITIL v4 Foundation is a strict minimum. ITIL Managing Professional highly preferred. PRINCE2 or PMP to structure operations and large scale deployments Skills 5+ years total IT and network sector experience, with 3 to 5 years in a formal leadership capacity (Service Desk Manager, NOC Lead or IT Operations Manager). Experience designing and enforcing SLA and KPI frameworks, and resolving commercial client-facing escalations. Demonstrated experience running technical teams, managing shift schedules and running continuous service improvement plans. Benefits Medical Aid Provident Fund
