NOC Shift Team Leader at West Indian Ocean Cable Company (WIOCC)

Job Objective

Lead and manage NOC shift team to ensure they provide first level support for clients, resolve incidents, identify problems through pro-active monitoring and manage planned engineering works. To be acknowledged as the clients’ champion by ensuring high levels of satisfaction and excellent client experience.

Key Duties & Responsibilities:

• Lead allocated NOC shift team by supervising, organising and monitoring work processes
• Prepare shift handover report and actively participate in shift leader meetings and improvement planning
• Escalation point for clients achieving high levels of clients’ satisfaction
• Lead the proactive monitoring alarm management systems for events, create, own and manage trouble tickets to successful resolution, lead supplier incident management
• Lead incident management, trouble shooting and resolution of first level technical issues
•  Ensure all service tickets on NetSuite have correct closure data
•  Use of and ensuring data integrity of NetSuite
•  Assist Service Managers and approve reason for outage reports and service improvement plans
• Lead planned engineering works, including service impact analysis and customer notifications
• Identify service concerns, issues, challenges and escalate to TAC and management
• Maintain accurate records, assist with auditing and data cleaning as directed
• Assist Engineering Department to configure and activate services / restoration as directed
• Assist Field Engineering Teams as required (installation, patching, troubleshooting, testing, inventory)
• Lead the creation of ad hoc reports as needed
• Assist other departments and perform various projects as required

Minimum Qualifications:

• Bachelor’s degree in Engineering or IT
• Professional certifications – CCNA/JNCIA, ITIL, MEF

Experience & Skills:

• Minimum of 5 years relevant work experience in telecom industry
• Experience in leading and managing a team
• Knowledge of various technology platforms in transport (SDH, DWDM, OTN) and data (BGP, Ethernet, IP/MPLS)
• Expert knowledge of at least one trouble ticket system e.g. NetSuite
• Knowledge of monitoring systems, e.g. PRTG, NMS, OMS, Cacti etc
• Effective written and verbal communication skills evidenced by work history and accomplishment
• Excellent communications and soft skills, including ability to listen to and summarise and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment
• Strong analytical skills and ability to collate and interpret data from various sources
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required

Attributes

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personal excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships