Noc / Support Manager
The company, a Johannesburg based Internet Service Provider with a national footprint is looking to hire a skilled NOC Manager who is passionate about working in a fast pace customer centric support environment. With a key focus on enabling people, as the NOC Manager you will be responsible for managing the support department and ensuring that customer support levels are maintained in line with our values of exceeding our customers’ expectations. The successful candidate will report directly into the Managing Director of The company.
KEY PERFORMANCE AREAS
Managing a team of Customer Support Technicians
Monitoring of all The company services using The company Monitoring systems
Incident Management and reporting
Escalation Management (Internal & External)
Monthly Performance Reporting on NOC Operational Performances
KEY ROLES & RESPONSIBILITIES:
Ensure department shift schedules are managed.
Act as an escalation point from the support team and customers
Ensure The company support team are meeting the support department objectives (i.t.o daily / weekly & monthly ticket response and resolution timeframes)
Managing the day to day operations of the support department (i.t.o monitoring of all The company services) and communicating and interacting with the senior team
Managing and maintain the The company support ticketing systems and providing support team performance reports from the ticketing system
Ensuring that the support department has enough resources to manage daily support tasks including but not limited to:Answering inbound customer calls
Responding to customer support tickets requests
Responding to any customer or network incidents through the The company monitoring system
Assisting with new customer installations
Maintaining and improving on the The company knowledgebase to assist with easier future incident resolution
Training and development plan for all support staff
Design, document and maintain effective workflow, process strategies for the support team.
Constantly monitor to ensure customer trouble tickets are resolved effectively within an acceptable time frame.
Identify, report trends with customers and update the respective teams in order to work towards a resolution of the problem and maintain service levels
Experience in a technical support / noc environment (Preferably ISP, Networking or providing remote services support)
Experience managing a technical / support team
Experience working with monitoring tools (Netcool, IRIS, Nagios, SolarWinds)
Experience in handling customer support queries
Comfortable with being an escalation point for afterhours support queries
Passionate about working with and enabling support team to resolve technical problems.
Experienced in incident, problem and change management
EXPERIENCE AND MINIMUM REQUIREMENTS
Management Experience Essential
Min. 5-7 years’ experience in Networking / Cloud / VOIP / or associated Technical Role
Excellent Communication Skills (Written & Verbal)
Understanding of Monitoring Systems (Netcool, Nagios, SolarWinds)
Understanding of Ticketing Systems (Zendesk , Freshdesk)
Understanding of Email, Firewalls, Virtual Servers
Formulating and producing reports
Dealing with customers in a support role
Please email your CV's to **********
Salary: From $ 650000 To $ 650000