NOC Manager at Poa Internet

Key SMART Results for A-Player

• Design, Budget, and Build Network Operations and Support Organisation, ensuring all staff have Scorecards, Smart Performance Management targets, and Training Needs Analysis in Place with the aim of driving a culture of accountability and responsibility - Q1 2023
• Recruit, build and develop a team that is capable of resolving complex Network and customer issues in with the defined SLA's and in a professional manner - Q1 2023
• Identify tools, systems, and processes that drive overall improvement in Network availability, Incident Management, Change Management, Network Configuration Management, Network Performance Management, MTTR (mean time to recovery), and Problem resolution - Q1 2023
• Establish and document end to end Network Operations, Support, and Surveillance Processes & Procedures (24/7 Network and Service surveillance, Incident Management, Problem Management, Change Management, Knowledge Management, Second Level support, Preventive Network Health Management, and Service Availability management) that ensure effectiveness and efficiency - Q1 2023
• Implement processes for tracking the Performance of Vendors and Network Support partners while ensuring that Vendor KPIs are monitored & evaluated and actions taken accordingly - Q2 2023
• Implement, track and trend department performance KPI's according to defined values in Incident, Problem, Change Availability and Network Health management processes - Q4 2022

Level of Management Experience Required (Mandatory & Nice to Have)

• Scaling and Systemisation
• Department stage of development where this role sits
• Prepare for Scale by driving efficiencies in Operations

Key Competencies Criticality (H, M, L)

• Strong coaching and leadership skills, with the ability to motivate and engage employees while promoting a work environment that fosters creative thinking, innovation, accountability & responsibility - H
• Exceptional interpersonal, Network Operations, customer service, problem-solving, verbal and written communication, and conflict resolution skills - H
• Excellent presentation skills with the ability to synthesize key takeaways and present data-proven results - H
• Experience in Performance Management, Reporting & Ticketing Systems - H
• Knowledge and Experience of Support Methodologies associated with Internet Service Providers (ISP), Particularly Incident Management and 3rd Party Escalation Management - H
• Systems Tools and Processes associated with Network Operations - Monitoring, Event Management, Performance and change management - M
• Ability to analyse data (often incomplete) to identify problems and associated solutions - H
• Knowledge and experience of ITIL-based Service Management Practices - H
• Experience of building a centralised support function and leading field-based teams across multiple geographies comprising of both insource and outsourced partners - H

Mandatory Criteria if Any with no exceptions to hire.

• Must have operated in a business with similar Values and DNA to Poa to ensure cultural alignment
• Proven experience building high performing teams in fast growth high pressure environment.
• Must have worked with multicultural leadership
• Must have worked in NOC in an ISP/Tel-co environment
• Degree in IT, Telecommunications or equivalent experience