Key Roles & Responsibilities

• Foster an enabling environment in which team-members promptly and effectively react to all network-related faults per shift.
• Coordinate activities and outputs of team-members, including providing on-the-job training/ guidance, ensuring strict compliance to escalation procedures, and monitoring performance based on set objectives.
• Review individual performance of team-members and complete their appraisals in accordance with the company’s performance appraisal procedures and timelines.
• Assist team-members in diagnosing and assigning difficult network problems.
• Provide inputs in identifying team-members’ training requirements and knowledge gaps.
• Ensure that team-members appropriate capture all incidents and updates on the company’s ticketing application.
• Escalate to and/ or follow up with Field Operations Team Leaders, Regional Technical Operations Managers, and Regional NOC Manager on trouble tickets and other outstanding faults (problems) for timely resolution.
• Action all alarms and trouble tickets and ensure adherence to procedures.
• Monitor the status and progress towards resolution of all opened tickets.
• Provide critical data such as client support processes, procedures and workflows into the NOC knowledge base.
• Continuously search for innovative ways to improve quality of service to both internal and external customers.
• Effectively coordinate team-members on shift, monitoring allocated portfolio and promptly reacting to and closing all network-related faults accordingly.
• Ensure regular network update reports from the team are provided to relevant units.
• Champion initiatives to automate all routine processes aimed at boosting efficiency.
• Promote communication between colleagues for the benefit of information flow and to curb any problems that may arise.
• Prepare and submit reports to the Regional NOC Manager on all matters relating to assigned team activities and performance.
• Perform other tasks and duties as assigned by the Regional NOC Manager.

Functional Competencies:

Fault Management & Root-Cause Analysis

Network Monitoring/ Availability/ Service Uptime Management

Network Tools Admin/ Management

Service Level Management

Data Analysis & Reporting

Behavioural Competencies:

Collaboration & Teamwork

Workload Management

• Bachelor’s degree in Computer Science, Telecommunications Engineering, or any related discipline.
• Professional certifications such as CCNA, CCNP, etc, will be an asset.

• +7 years’ relevant experience in the telecoms industry