NOC Manager

We are looking for:

About the Role:

• Supervision: Oversee the daily operations of the NOC team, ensuring all activities align with company standards and objectives.
• Training and Development: Train, mentor, and develop NOC staff, ensuring they are up to date with the latest technologies and best practices.
• Scheduling: Manage staff schedules to ensure 24/7 coverage, including on-call rotations.
• Incident Response: Lead the response to network incidents, including outages, security breaches, and performance issues, ensuring timely resolution.
• Escalation Procedures: Develop and implement escalation procedures for incidents, ensuring critical issues are promptly addressed.
• KPIs, KRA's and SLAs: Define and track key performance indicators (KPIs) and service level agreements (SLAs) and Team KRA metrics.
• Reporting: Generate regular performance reports, highlighting trends, issues, and areas for improvement.
• Stakeholder Communication: Serve as the primary point of contact for network related issues, communicating effectively with internal and external stakeholders.
• Process Improvement: Continuously evaluate and improve NOC processes and procedures to enhance efficiency and effectiveness.

Team HR

• Audit and Review: Conduct regular audits and reviews of NOC operations to ensure quality and compliance which includes regular health checks on customer environment.
• Vendor and Contract Management: Lead Customer Onboarding and contract Renewals.
• Feedback Integration: Incorporate customer feedback into NOC processes to improve service quality and responsiveness.
• Service Improvement: Implement strategies to continuously improve the customer experience regarding network services.
• Knowledge Base: Develop and maintain a comprehensive knowledge base for the NOC team.
• Continuous Learning: Promote continuous learning and development within the NOC team, encouraging certification and further education.
• Workshops and Trainings: Organize workshops and Trainings to keep the team updated on the latest trends and technologies.
• Custom Reports: Create custom reports for different stakeholders, providing insights into network performance and health.
• Metrics Development: Develop new performance metrics to better evaluate the effectiveness of the NOC.
• Regulatory Compliance: Ensure the NOC operations comply with all relevant regulatory requirements.