NOC Supervisor at BitCo

The NOC Supervisor is responsible for the management, resolution, and process flow of tickets distributed to NOC Staff. NOC Supervisors will be required to manage tickets in the NOC que such that customers get updated and informed on the progress of queries raised within reasonable expectations. They will also manage escalations and ensure these are dealt with and resolved as quickly as possible. Maintenance that might affect the BitCo network will need to be managed and customer expectations managed by means of notifications and communication. NOC Supervisors will be required to do reporting on incidents as well as ticketing statistics and NOC Staff performance.

Essential Duties and Responsibilities:

• Ensure the NOC meets SLA’s and report on SLA performance.
• Monitoring, updating, and resolving support escalations.
• Understand the network architecture from a monitoring perspective.
• Analyze the monitoring system to ensure that faults are not missed.
• Technical understanding of different technical devices and their performance.
• Enforcing the Infrastructure priority hierarchy.
• Understanding client SLA’s and enforcing SLA Timelines.
• Creating procedural documentation, supporting documentation, and checklists as needed.
• Drive and motivate the NOC team’s performance – Compiling status and progress reports.
• Produce reports on the NOC team’s performance.
• Implement and maintain Standard Operating Procedures for operations.
• Initiate and implement procedures to improve performance and customer satisfaction.
• Time management of staff.
• Keeping stakeholders informed of issues, including status updates.
• Support team leaders with correctly assigning the workload.
• Maintain controllable quantities in the Support tickets.
• Monitoring customer satisfaction and using the feedback provided to improve the customer experience.
• Ensure overall customer satisfaction.
• Work with other related departments in all cross-functional matters to ensure that requirements are carried out promptly.
• The primary interface for escalations to the NOC Manager from the NOC members
• Co-ordinating shift rosters to ensure the NOC is always adequately staffed.
• Assume responsibility for escalated/unresolved queries.
• Identify training requirements and plan upskilling procedures.
• Identify and set goals for the team.
• Provide an efficient working environment to the team and ensure all daily, monthly, and yearly objectives are met.
• Ensure that the NOC team follows the correct procedures, policies, and processes across all aspects of the business
• Deal with all technical escalations be it with clients, suppliers, or interconnect partners and service providers
• Ensure that the team provides the first response on all service requests and that the service requests are managed in a timeous and professional manner by each member of the technical team.
• Collaborating extensively with the key staff members to resolve issues within the accepted time frames.
• Handling the support and troubleshooting of technical issues that cannot be resolved by members of the support team.
• Development of operational technical documentation for the department

Knowledge, Soft Skills & Abilities Required:

• Customer service-oriented.
• Excellent verbal and written communication skills.
• Excellent time management skills.
• Manage client expectations in a professional manner.
• Follow up/feedback/progress reports.
• Following processes as set out by management.
• Interact with the internal and external staff.
• Work well under pressure to meet urgent deadlines
• Able to communicate well with people at all levels.
• Willingness to learn.
• Willingness to work overtime as and when required.
• Willingness to work shifts on a rotational basis.
• Willingness to perform any additional tasks allocated to them by the supervisor(s) or manager(s) from time to time.
• Complying with all other reasonable requests to ensure the job is completed professionally and according to the BitCo standards within deadlines.