Network Operations Centre (NOC)/Monitoring & Surveillance Manager

Overview:

The Monitoring Manager role is to manage the activity of the Network Operation Centre (NOC). In this scope, they have the full Manager Responsibility of a department, including the managerial and leadership responsibility of the Monitoring team. They are responsible towards Network Operator and Customer management for the efficiency and quality of the Network Operation Centre(NOC).

Key Objectives:

v  Provides leadership and managerial responsibility to the Monitoring team within the NOC

v  Ensuring efficiency and quality of the NOC

v  Responsible for customer satisfaction

Position Description:

Roles & Responsibilities:

Monitoring & Surveillance Manager is responsible for delivering against the following roles and responsibilities:

v  Responsible for delivering the expected QoS and NOC performance.

v  Manages NOC activities in order to ensure efficiency and service quality according to Service Level Agreement, Quality of Service, and Performance Indicators.

v  In charge of designing and implementing processes, procedures and tools for the NOC, including:

o   Customer Reported Problems

§  Raising trouble tickets with details from Caller (e.g. from Customer Call Center )

§  Performing initial assessment of incident and resolution

§  Attempting to resolve simple issues, otherwise escalating to the appropriate expert pool or Field Operation Centre

§  Following up resolution of all incidents and monitoring resolution to agreed QoS targets

§  Escalating to management about incidents not solved within QoS targets

§  Informing Caller on status and progress

o   Network Surveillance

§  Monitoring alarms and incidents reported by network management systems, across all technologies, correlating alarms, which are due to a single failure

§  Analyzing impact of alarms or failures, defining severity level according to a pre-defined level matrix

§  Raising and updating trouble tickets

§  Performing initial assessment of incident and resolution

§  Attempting to resolve simple issues, otherwise escalating to the appropriate expert pool or Field Operation Centre

§  Following up resolution of all incidents and monitoring resolution to agreed QoS targets

§  Escalating to management about critical problems and/or incidents not solved within QoS targets

§  Informing impacted customers on status and progress

v  Responsible for activating escalation processes related to network faults

v  In charge of organizing and managing resources planning to deliver a 24x7 Service Desk Operation according to commitment

v  Checking the respect of SLA for the NOC, understanding the cause in case of no respect and setting up appropriate action plan to keep problems under control

v  Issuing a daily report of the Service Desk activity to the Network Operator and the Customer.

Skills & Knowledge:

The Monitoring & Surveillance Manager has a strong understanding of:

-   People

-   Processes & Operations frameworks

-   Supporting tools

v  He/she understands the functional layers of integrated communication networks and has a broad understanding of the underlying technologies.

v  He/she has experience in real time monitoring and surveillance management and is used to a constantly changing environment.

v  He/she is able to relate impacting issues and risks to customer and understand their business implications.

Recruitment Synopsis:

In order for Monitoring & Surveillance Manager to generate success in this role, they must:

v  Have the ability to plan and organize people, processes and tools across monitoring and surveillance domains

v  Is results focused and understands criticality of meeting customer SLA and KPI requirements

v  Is fully aware of the impact of delivering quality of service to our customers, and has the ability to motivate resources to achieve best in class network operations results

v  Advanced communication skills (verbal and written), including influencing those not under their direct control.   

v  Has the ability to assess priorities and act appropriately to meet customer commitments and requirements

v  Has the ability to lead and inspire monitoring and surveillance teams to accept and work through change, be focused and committed towards achieving customer success and create a working environment conducive to promoting positive employee engagement.

Additional Advantage:

v  Proficiency in French

v  Experience working in Africa

v  Candidates from Uganda or neighboring countries

Country:                              Uganda

Contract Type:                   6 Months Contract Extendable.

Start Date:                          As soon as possible

Please forward your CV to telecomjobs@megabit.co.za

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