NOC Operator - Contract Centre Agent

The main responsibility of the NOC Operator is to ensure Network reliability and mitigation of down time of sites through monitoring of technical systems and applying robust yet agile processes to continuously yield efficient outputs.

Responsibilities

• Proactive monitoring of technical system(s) to timeously address alarms
  • Utilize all provided systems to deduce alarm(s) and categories
  • Understand relationship between various systems and/or Network Elements
• Detection of any faults or potential faults
• Investigate possible route cause
  • Include as part of ticket logging process
• First line trouble shooting and remote resolutions of alarms where possible
  • Prevention of faults to field force
• Logging and handing over of failure tickets, i.e. Power as a Service, Corrective Maintenance, Vandalism, etc
• Apply intelligent and agile dispatching based on deduced analysis of fault(s)
• End-to-end management of tickets with field force
  • Timeous dispatching of tasks
  • Management of fault priority and escalations
  • Escalation of power failures to responsible parties
  • Continuous updates of task activities
  • Maintain constant communication with all stakeholders
  • Ensure Service Level Agreement adherence within value chain
• Capturing, validating and approval of access request for the business
• Management of security requirements and incidents
• Escalation management to proactively manage outputs.

Key results/outcomes/accountabilities

• Proactive monitoring of sites and detection of potential faults
• Accurate interpretation of alarms and the causes of faults
• Correlation of faults to reduce number of tasks to field force
• Escalation of faults within time, to provide minimum down time
• Prioritization of faults and alarms
• Decision making in terms of dispatching of field force to sites
• Effective feedback to all stakeholders within the value chain
• Escalation of maintenance related faults on the monitoring platform
• Establish and coordinate conference calls between customers (internal and external)
• System optimization management through continuous improvement initiatives
• Automation driven process methodology.

Qualifications/Requirements/knowledge/Skills/Experience

• Grade 12
• N4 Electrical Certificate, although N6 Electrical Certificate is preferred
• Service Desk or NOC experience
• Telecommunications experience
• Good listening, verbal, and written communication essential
• Driver’s License with own transport preferred
• Initiative and information seeking
• Achievement motivation
• Teamwork and cooperation
• Values diversity
• Flexibility
• Languages
• Need to be able to work shifts work
• Need to be available on short notice.

Performance indicators/Measure

• Ability to interpret faults/alarms and reasons for faults/alarms assisted from data available on the monitoring and CRM system
• Ability to investigate and pickup trends through analytical tools
• Ability to make informed proactive decision
• Able to judge feedback from Supplier / TO on site
• Able to assist Supplier / TO on site with related information for the timeous completion of corrective action
• High accountability for own actions
• Display understanding of clients (internal and external) requirements
• Offers knowledgeable, efficient, and friendly service, i.e. Customer centricity
• Professional articulation that is effective to the value chain
• Ability to prioritize and coordinate outputs
• Escalate and establish time frames with the correct facilitators
• Maintain and improve Service Level Agreement
• Reduction of truck rolls through management of first-time resolution of faults.

Competencies

• Personal and professional integrity
• Attention to detail
• Analytical
• Problem solving skills
• Technical Telecommunication inclined in system utilization
• Team player with strong leadership ability
• High energy levels and action orientated
• Results orientated and highly motivated
• Excellent time management