SUMMARY:
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POSITION INFO:
FACT is recruiting on behalf of a well-established organisation operating within a fast-paced technology and managed services environment. This opportunity offers exposure to a high-performance operational environment focused on service excellence, network performance, and customer satisfaction.
About the Role
We are seeking an experienced NOC Manager to oversee Network Operations Centre (NOC) activities and ensure the effective delivery of network monitoring, incident management, and operational support services. The successful candidate will lead Front Office (FO) and Back Office (BO) teams, drive SLA performance, manage stakeholder relationships, and implement continuous process improvements.
Key Responsibilities
Operational Governance & Leadership
- Oversee 24/7 NOC Front Office (FO) operations and Back Office (BO) support functions.
- Ensure effective shift handovers, escalation management, and continuous monitoring.
- Lead operational teams to deliver high levels of service performance and customer satisfaction.
SLA & KPI Management
- Take ownership of contractual SLA and KPI performance.
- Monitor service availability, operational performance, and Mean Time to Repair (MTTR).
- Drive corrective actions and continuous improvement initiatives.
End-to-End Coordination
- Coordinate activities between customers, NOC teams, Field Level Maintenance (FLM), L3 support teams, third-party vendors, and other stakeholders.
- Ensure timely incident resolution and effective communication throughout the support lifecycle.
OSS & CEM Tool Management
- Guide teams in the effective use of OSS and Customer Experience Management (CEM) tools.
- Support tool optimisation, implementation, and operational enhancements.
Stakeholder Reporting
- Provide regular operational and performance reports to management and customers.
- Present service performance metrics, incident trends, and improvement plans.
- Translate complex technical issues into clear executive-level reports.
Process Improvement
- Review and enhance Standard Operating Procedures (SOPs).
- Drive operational efficiency and best-practice implementation across NOC functions.
Minimum Requirements
- Bachelor's Degree (NQF Level 7) in Telecommunications, Computer Science, Electronic Engineering, or a related field.
- Proven experience as a NOC Supervisor or NOC Manager within a Telecommunications Operator, Managed Services, or large-scale Enterprise environment.
- Experience working within a Managed Services environment.
- Strong understanding of operational support and service delivery processes.
- Excellent written and verbal English communication skills.
- Strong analytical and problem-solving capabilities.
- Ability to work effectively under pressure during major incidents and service outages.
- Willingness to provide standby support and emergency response outside of normal working hours.
Technical Knowledge & Experience
- Understanding of Radio Access Network (RAN) and/or Core Network (CN) technologies.
- Experience working with OSS and CEM platforms.
- Knowledge of operational support processes and service management frameworks.
- Experience within telecommunications or technology-driven service environments will be advantageous.
Preferred Certifications
- ITIL Foundation (v3 or v4)
- PMP (Project Management Professional)
- Technical certifications in:
- 5G Technologies
- CCNA / HCIA Routing & Switching
- Nokia, Huawei, Ericsson, or similar vendor technologies
