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Overall purpose of job:
This position is within the Networks Operations Centre who are responsible for providing 24 hour support and administration for
our servers and network.
The aim of this role is to manage a team or teams of engineers
ensuring that they deliver the highest possible levels of support
and communication to NOC team's internal and
external customers.
Responsibilities include:
Ensuring that Key Performance Indicators are met and exceeded.
To ensure that there are sufficient resources available to staff to
enable them to fulfil their expected roles and meet targets.
To develop, manage and mentor the NOC team with assistance
from your departmental manager.
To ensure that all documentation related to the work processes
of the team are up to date and accurate.
Keep up to date with new technology and services developed
in the Internet industry.
To maintain and monitor required staffing levels and schedule.
To act as an escalation point for customer problems and
questions via telephone, e-mail, fax and face to face.
To ensure the NOC teams are supporting other teams and
departments in reaching common goals.
As shift manager you will be responsible for the supervision of
the NOC team ensuring that the team meets the high standards expected by our corporate customers both internal and external.
You should have the maturity to work under pressure. You will be
expected to communicate with corporate clients via telephone, email and in person and should therefore possess good verbal and written communication skills.
To carry out regular reviews with individual NOC engineers/teams
appreciating that each group contains individuals with a wide range of abilities and skills. Ensuring that both the needs
of the individual and the company are met.
Monitoring and management of staff progress and discipline.
Carrying out disciplinary meetings as required with the support
of the NOC manager.
To manage major service outages ensuring all relevant parties
are made aware of problems and regally updated. To include internal and external customers.
To ensure that all the responsibilities of the team are being met
during shift by controlling/allocating engineers as appropriate.
To ensure that communication with other NOC shift managers and
NOC engineers is at the highest level maintaining quality in the support of customers 24 hours a day.
To provide reporting on results of the team or teams to other
parts of the company and to customers.
To work with the NOC manager to ensure that Tools, systems
and process's continue to meet the requirements of the
customer and the business.
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