NOC Operator [FTC]

Description:

ROLE PURPOSE

The main responsibility of the Mast Services Surveillance Agent 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.
MAIN OUTPUTS

• Proactive monitoring of technical system(s) to timeously address alarms
  • Utilize 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
  • Prioritization of faults and alarms
  • Accurate interpretation of alarms and the causes of faults
  • Escalation of faults within time, to provide minimum down time
  • Escalation of maintenance related faults on the monitoring platform
    

• Investigate possible route cause
  • Include as part of ticket logging process
    

• First line trouble shooting and remote resolutions of alarms where possible
  • Prevention 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 force
  • Timeous 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 Mast Services business
• Escalation management to proactively manage outputs.
• Decision making in terms of dispatching of field force to sites
• Establish and coordinate conference calls between customers (internal and external)
• System optimization management through continuous improvement initiatives
• Automation driven process methodology.

QUALIFICATIONS AND SKILLS The Applicant must meet the following requirements:

• Matric (Senior Certificate)
• N6 in Electrical Engineering
• Valid SA Driver’s License
• Service Desk NOC experience
• Telecommunications experience
• Good listening, verbal, and written communication essential
• Need to be able to work shifts work
• MS Word, MS Excel & MS Outlook (Intermediate skill level)
• SAP knowledge

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 an 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

FUNDAMENTAL COMPETENCIES

• Initiative/Proactivity
• Deadline Driven & Highly Motivated
• Stress Tolerant
• Good Written Communication
• Customer Focus
• Innovative
• Problem Analysis
• Planning/Scheduling/Objective Setting
• Teamwork & Partnering
• Relationship Building
• Interactive Reasoning

Requirements:

• Proactive monitoring of technical system(s) to timeously address alarms
  • Utilize all provided systems to deduce alarm(s) and categories
  • Understand relationship between various systems and/or Network Elements

• Utilize 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
  • Prioritization of faults and alarms
  • Accurate interpretation of alarms and the causes of faults
  • Escalation of faults within time, to provide minimum down time
  • Escalation of maintenance related faults on the monitoring platform
    

• Prioritization of faults and alarms
• Accurate interpretation of alarms and the causes of faults
• Escalation of faults within time, to provide minimum down time
• Escalation of maintenance related faults on the monitoring platform
  

• Investigate possible route cause
  • Include as part of ticket logging process
    

• Include as part of ticket logging process
  

• First line trouble shooting and remote resolutions of alarms where possible
  • Prevention of faults to field force

• Prevention 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 force
  • Timeous 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

• Timeous 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 Mast Services business
• Escalation management to proactively manage outputs.
• Decision making in terms of dispatching of field force to sites
• Establish and coordinate conference calls between customers (internal and external)
• System optimization management through continuous improvement initiatives
• Automation driven process methodology.

• Matric (Senior Certificate)
• N6 in Electrical Engineering
• Valid SA Driver’s License
• Service Desk NOC experience
• Telecommunications experience
• Good listening, verbal, and written communication essential
• Need to be able to work shifts work
• MS Word, MS Excel & MS Outlook (Intermediate skill level)
• SAP knowledge

• 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 an 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

• Initiative/Proactivity
• Deadline Driven & Highly Motivated
• Stress Tolerant
• Good Written Communication
• Customer Focus
• Innovative
• Problem Analysis
• Planning/Scheduling/Objective Setting
• Teamwork & Partnering
• Relationship Building
• Interactive Reasoning