NOC Operator – Contract Centre Agent

Job Description
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 alarmsUtilize 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 causeInclude as part of ticket logging process
First line trouble shooting and remote resolutions of alarms where possiblePrevention 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 forceTimeous 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