Reflex Solutions is an owner managed business that has vast in-house experience and skills in networking and IP telephony. We provide a full range of ICT solutions to our clients: Connectivity Communications Cloud Carrier Services Security Operations Centre Fractional CIO End User Computing
Team Leadership Responsibilities
- Provide strategic leadership for both the NOC and Service Desk teams.
- Supervise, mentor, and motivate staff, creating a space where they can ask questions and voice their concerns.
- Foster collaboration between Engineering Teams, PSG Teams, NOC and Service Desk for seamless service delivery.
- Delegating tasks and achieving daily, weekly, and monthly goals.
- Being transparent with the team about challenges, failures, and successes.
- Writing progress reports and delivering presentations to the relevant stakeholders
Incident and Request Management Responsibilities
- Oversee the handling of incidents and service requests in both the NOC and Service Desk.
- Ensure timely resolution of network-related incidents and end-user support issues.
- Implement and improve incident and request management processes.
Network Operations Center Responsibilities
Manage and prioritize the following network-related tasks but limited to
- Network Monitoring
- Incident Detection and Triage
- Network fault troubleshooting
- Ticket handling
- Communication
- Documentation
- Collaboration
- Routine Maintenance
- Adherence to Procedures
- Training & Skills
Service Desk Responsibilities:
- Supervise end-user support services to ensure customer satisfaction.
- Manage the service desk staff in resolving IT issues, incidents, and service requests.
- Implement and improve end-user support processes.
- Gather customer feedback to identify areas for improvement.
Proactive Customer Service and Support
- Ensure all customer segmentation SLAs defined are adhered to and not exceeded, tracking, and managing ticket aging analysis. Ensure timely resolution of tickets.
- Resolution of core tasks as defined in Customer Segmentation within Target Turnaround Time (TTT) i.e., RCA and RFO creation 5 working days from closure of the incident, for any other query (action item) that comes in during a rolling month is to be completed within that month.
- Continuous Improvement – perform proactive customer service audits, identify design short falls, and implement solutions before issues highlighted by the customer - 3 per month (based on Customer segmentation requirements)
Performance Management:
- Monitor and optimize both network and service desk performance.
- Identify areas for improvement and implement enhancements.
- Collaborate with infrastructure teams to enhance network capabilities.
Documentation:
- Maintain accurate and up-to-date documentation of network configurations, procedures, and service desk processes.
- Ensure that all changes are documented and reflected in relevant documentation.
Training and Development:
- Identify training needs for both NOC and Service Desk staff.
- Organize relevant training programs to enhance team skills.
- Foster a culture of continuous learning and improvement.
Reporting:
- Establish and monitor key performance indicators (KPIs) for both NOC and Service Desk.
- Prepare regular reports on network and service desk performance for management.
Compliance:
- Ensure compliance with organizational policies and industry regulations for both network and service desk operations.
- Stay informed about the latest security and compliance requirements.
Generally, do all such things which, although not specifically referred to herein, are necessary and/or required for the due, proper, and efficient rendering of the services for the purposes contemplated by this role.
Minimum Requirements
- Grade 12
- Bachelor’s degree in information technology computer science, engineering or related field. (advantageous)
- Proven experience in both NOC and Service Desk management roles.
- In-depth knowledge of network infrastructure, ITIL practices, and end-user support services.
- Relevant Management certification.
- Excellent technical, diagnostic, and troubleshooting skills.
- Strong leadership and organizational abilities.
- Willingness to build professional relationships with staff and clients.
- Excellent communication, motivational, and interpersonal skills.
- A Valid code EB or equivalent driver’s license and 100% reliable transport
- A minimum of 5 years work experience in networking
Relevant networking certifications required:
- HCIA and/or CCNA
- JNCIA Junos
- CCIE or HCIE (advantageous)
Knowledge and experience:
- IP Connectivity
- Understand communication protocols (e.g. VLANS, Spanning Tree, ERPS, Routing)
- Basic Router and Switch Configuration Knowledge
- Basic troubleshooting procedures
- Basic Interior Gateway Protocol standards (OSPF; ISIS; BGP)
- Network management tools and techniques (PRTG; Libre NMS; Netbox; NCE; u2000)
- Structured cabling; Cable Management
- Network Security
- Network Backups
- Fibre experience and knowledge will be an advantage.
- Required to work afterhours and standby.
- Troubleshooting skills and the ability to diagnose/resolve network system problems.
- Ability to interpret and apply complex technical manuals and reference materials.
- Ability to assist with developing network security and related procedures; and assist with performing network management activities.
Required Competencies:
- Strong analytical skills for root cause analysis and problem solving.
- Excellent verbal and written communication skills
- Facilitation skills
- Stakeholder management
- Escalation management
- Speed & Accuracy to detail
- Results driven.
- Decision making ‘can do’ approach.
- Relationship management
- Mediator
Personal Attributes:
- Customer Centric
- Communication
- Interpersonal skills
- Leadership
- Problem Solving
- Critical Thinking
- Organization
- Attention to detail.
- Collaboration
- Sound Judgement
- Authentic
- Self-aware
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