Permanent Service Operations Centre Supervisor

General Details
, Somerset WestHelderberg
Advertised By: Agency
Job Type: Full-Time
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


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


Technical degree or equivalent

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

Supervisor certificate


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

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