Summary

To perform the NOC Supervision function of passive infrastructure network surveillance/ monitoring, escalation, and reporting to ensure target KPIs for infrastructure availability are met and maintained.

Responsibilities

ESSENTIAL FUNCTIONS:

• To ensure shift staffing requirements are met for shift supervision.
• To ensure effective monitoring of the entire Company’s passive network infrastructure during the shift.
• To ensure NOC shift staff timely detect and log/document all infrastructure incidents in the available NOC activity management system/s.
• To timely escalate (horizontally and vertically) and follow-up all shift detected incidents to handlers by way of callouts handling process to achieve agreed infrastructure services availability KPIs (E.g. Time to Detect (TTD), Mean Time To Repair (MTTR)).
• To perform fault handling with the regional MTCE contractors and escalate any incidents exceeding the agreed SLA timelines using the incident management process to the supervisors and handlers.
• Generate operational shift reports and updates for management attention and action for all NOC activities.
• Guide the NOC shift staff to provide the contractor access control function to sites in the regions through site intrusion handling.
• Ensure any assigned housekeeping duties are carried out in conjunction with the regional personnel, contractors, and supervisors.

SUPERVISORY RESPONSIBILITIES:

• All NOC shift contracted staff on duty.

HR-RELATED ISSUES:

• Ensure positive team actions under any circumstances.
• Ensure ongoing feedback is provided and corrective action is taken where required.
• Focus on solutions, not problems.
• Ensure that appearance and behavior are always in line with the Company’s policies and other guidelines.
• In a timely manner, escalate matters as appropriate to the line manager and/or the escalation matrix stipulated in the relevant Company / Group policy.

HSSE AWARENESS AND ACTION:

• Ensure that own vehicle and other company equipment is operated in line with health and safety guidelines.
• Raise any HSSE deviations and/or perceived problems/concerns to the urgent attention of senior management.
• Ensure that all officers within the department comply with the Organisation’s health and safety

COMPETENCIES:

• Leadership and supervisory training.
• Service delivery & support process training.
• A good team player.
• Self-motivated and resilient.
• Good people management skills.
• Ability and willingness to work shift hours (day and night shifts).
• Good decision-making skills.
• Demonstrate incident &problem resolution skills.
• Good organizational skills.
• Good written and verbal communication skills.
• Ability to work without supervision

ENVIRONMENT:

95% performed in an internal environment working shift hours on a 24/7 basis, under normal NOC office conditions.  While performing the duties of this job, the employee is regularly required to sit, use hands and fingers to feel and handle; reach with arms and hands; talk and hear

Education and Qualifications

• At least Higher Diploma in Electrical/Telecommunications/computer systems engineering or Information Technology from a recognized institution

Requirements

• 3 years of experience in NOC operations and handling will be an added advantage.
• 2 years of experience in service delivery and support process handling will be an added advantage

Characteristics

• Leadership and supervisory training.
• Service delivery & support process training.
• A good team player.
• Self-motivated and resilient.
• Good people management skills.
• Ability and willingness to work shift hours (day and night shifts).
• Good decision-making skills.
• Demonstrate incident &problem resolution skills.
• Good organizational skills.
• Good written and verbal communication skills.
• Ability to work without supervision.

Reporting To

NOC Manager