A leading telecommunications company based in Somerset West has a vacancy for a Service Operations Center Supervisor to take responsibility for the efficient operation of the network platforms and services network


Duties:



Manage staff on all staff related matters ensuring compliance of Company’s workflow practice


Identify competency gaps in staff and set plans to reduce these by planning for necessary training and ensuring fully competent staff


Mentoring (including training thereof) of all direct reports in line with their performance management objectives


Regular meetings held with staff to discuss project progress of individual areas of accountability


Build and manage the SOC team, including day-to-day activities, to ensure customer-focused service delivery


Coach and mentor all team members on the execution of processes and procedures


Regularly supervise a team of SOC Operators


Brief staff on all SLA requirements


Responsible for assigning tasks to employees


Interviewing, selecting, and training new employees


Recognize and identify SOC requirements for additional software, hardware or staffing modifications


Manage and track internal escalation timeframes


Manage and track external escalation timeframes


Employee satisfaction


Ensure customer-focused service delivery from team


Manage SLA Requirements (MTTR) mean time to respond


Maintaining customer service standards by monitoring tickets


Develop SOC mode of operations, define services models and processes in order to manage Voice Network Services; Core and Access Network


Service Quality monitoring


Manage Fault resolution


Change requests authorisation and implementation of some controlled changes to network devices


Escalations to 3rd line / 3rd party vendors


Outage notification to the business


Ensure effective analytics in place to determine cause of service interruption or quality degradation, measuring the number of impacted subscribers


Act as an escalation point for critical recovery decisions


Proactive monitoring reporting


Manage all NMS/EMS External partners


Reports Weekly (Helpdesk stats, SLA reports, Call reports)


Ensure CRM system is up to date


RFO’s on CRM


Month end payroll report


Time sheets


Keep track of budgets


On time VOIP reports for billing purposes





Requirements:



Technical degree or equivalent


Professional or vendor qualifications in Networking, Cloud and/or Telecommunications (MTNA MTCRE)


Supervisor certificate


UBWS, UBWA, CAMBIUM


NNQF 5 System Support


2+ years of experience supervising or managing network operations


IT management and project management experience


2-5 years’ experience within a Telecommunications Industry