Network Operations Centre (NOC) Front Desk Manager

Summary about this job

Detail information about job Network Operations Centre (NOC) Front Desk Manager. Terms and conditions vacancy

• Newly created role
• Work for an innovative company in an exciting growth phase
• Drive performance, motivate our people and make an impact

About TeamTalk Group

The TeamTalk group is a New Zealand owned and operated communications company with a well-established footprint of more than 20 years. Through subsidiary companies CityLink and TeamTalk Mobile, the company delivers a range of cutting edge technology services to business and retail customers using a mix of nationwide networks, fibre and mobile radio.

About the Role

The position of Network Operations Centre (NOC) Front Desk Manager reports directly to the Network Operations Manager with a dotted line to the CTO as required. The role is responsible for managing and co-ordinating the 24/7 NOC Front Desk team, providing support for critical communications throughout New Zealand. The NOC Front Desk Manager will be responsible for the ticketing platform, inputting of customer information and lodging faults along with providing leadership and management to the NOC team.

Duties and Responsibilities

Administration

• Responsible for the training of the NOC staff.
• Responsible for developing performance plans and reviews with staff.
• Contributing to the development, communication and implementation of policies, procedures, best practices, recommendations, and guidelines for standards.
• Responsible for reporting and evaluating NOC performance metrics, i.e. service availability, ticket volume, resolution rate and time to respond. Results will be analysed to identify trends and improvement opportunities where corrective action will be taken to improve results.
• Monitoring and reporting the status of tickets and tasks, ensuring all items are coordinated, logged, tracked, and resolved appropriately.
• Communicate maintenance schedules, impacts to IT and Network operational issues to management and appropriate customers in a timely manner.
• Generate weekly fault and IVR reports.
• Full responsibility for owning and developing the reactive, preventative, corrective and project delivery process flows.
• Full ownership and responsibility for the management and development of the ticketing platform.

Operations

• Manage the processing of incoming calls and emails to ensure courteous, timely and effective resolution for customers.
• Ensure the level of service provided to customers through all aspects of the NOC including provisioning, outage notification and after hours services are adhered to with respect to set service level agreements.
• Facilitate the appropriate allocation and escalation of service and faults as required.
• Develop and implement action plans for meeting customer satisfaction targets regarding network and service performance.
• Ensure TeamTalk’s maintenance partners meet their agreed service levels with respect to planned maintenance across all networks and faults response times.
• Ensure that operational management policies, standards, and procedures of TeamTalk Group are properly implemented, enhanced, and maintained; including training, incident reporting and resolution, problem management, performance reporting, and trend analysis.
• Provide technical oversight and serve as an escalation point for NOC Team members while troubleshooting network outages, service outages, phone issues, and product issues.
• Coordinate technology deployments, system upgrades and maintenance outages.

Network

• Proactively monitor TeamTalk’s networks and provide appropriate assistance.
• Responsible for the management of customer and network faults in accordance with set Service Level Agreements and Helpdesk procedures. This will include owning and co-ordinating “Emergency & Outage” events to customer satisfaction.
• Ensure TeamTalk’s maintenance partners meet their agreed service level with respect to planned maintenance across all networks and faults response times.
• Assist in assessing fault trends with a view to improve overall network service and performance.
• Ensure a smooth, complete and effective handover of network faults during handover to and from out of hour’s staff. 
• Ensure TeamTalk’s network monitoring systems are up to date and functioning correctly.

Skills and Experience

• Leadership - demonstrated history of successfully leading a team.
• Extensive phone based Customer Service experience, ideally leading teams in customer technology enquiries, faults and service requests.
• Understanding of technologies, ideally IP networks or mobile radio.
• A sound level of computer literacy.
• Excellent verbal, written, and interpersonal communication skills, including ability to effectively communicate with internal and external customers

This is an exciting time to join TeamTalk Group and the opportunity offers an attractive remuneration package and prospects.

For immediate consideration, please apply now and submit your CV.