Role Summary:

The purpose of this position is to lead the MetroFibre Network Operations Center (NOC) to ensure the highest level of support to both internal and external customers. The incumbent of this role will be responsible for leading a team of NOC Network Engineers to manage the resolution of service requests and incidents within agreed service levels.

Responsibilities:

• Oversee the network performance management function and manage issues relating to network performance management, network performance reporting, network health, network uptime, network availability, monitoring surveillance, configuration standards, IMACDs, and security.
• Ensure that the NOC department adheres to Metro Fibre’s Engineering and CAB standards, policies, and standard operating procedures when implementing network changes.
• Oversee Metro Fibre’s monitoring function by scheduling and executing monitoring activities, managing Service Level Agreements, maintaining records of monitoring incidents; and ensuring that minimum service standards are adhered to.
• Manage suppliers and third parties by conducting due diligence when selecting suppliers or third parties, continuously monitoring performance, managing agreements, taking corrective action to address performance issues, and ending relationships with suppliers and third parties when necessary.
• Design network monitoring policies, processes, and standard operating procedures.
• Oversee Metro Fibre’s monitoring function by scheduling and executing monitoring activities, managing Service Level Agreements, maintaining records of monitoring incidents; and ensuring that minimum service standards are adhered to.
• Design ticket management policies, processes, and standard operating procedures.
• Implement Metro Fibre’s customer ticket management function by scheduling and executing escalated ticket activities, maintaining records of escalated tickets, closing escalated tickets, and ensuring that the ticket system performs optimally.
• Design client monitoring policies, processes, and standard operating procedures.
• Monitor Metro Fibre’s customer access Service Level Agreements by scheduling and executing customer access activities, monitoring that Service Level Agreements are adhered to, maintaining records of monitoring activities, and actively managing major network impairments to ensure that service is restored.
• Ensure that the customer order execution process is implemented within the agreed order timelines, adhering to company standards and specifications.
• Oversee the process of installing, moving, adding, changing, and disposing of network mechanisms and instruments.
• Design and review performance contracts, provide formal and informal performance feedback, and address identified performance gaps of direct reports.
• Ensure that direct reports receive adequate training, guidance, and development.
• Allocate work responsibilities to appropriate Network Operations Centre team members to meet departmental, divisional, and Metro Fibre’s goals.
• Recognize exceptional individual and team performance to foster a positive work environment that facilitates a high-performance culture.
• Initiate disciplinary measures, in collaboration with the Human Resources department when appropriate, to address conduct not aligned with MetroFibre policies, processes, and values.
• Manage customer requests and incidents – including service requests and incident origination, logical troubleshooting, escalation management, transactional-level customer feedback, 3rd party and supplier management, closure, and RFO and RCA input.
• Prepare a budget for supplier and third-party services to be included as part of the annual and mid-year budget review.
• Initiate and lead network reliability projects, activities, or programmes that address identified break-off trends or patterns, or that address potential network problems.
• Recommend how internal operational processes, procedures, and systems can be improved or modified to enhance core, aggregation, and access network performance.

Qualification:

• Matric / Grade 12
• Bachelor's degree in Computer Science, Information Technology, or a related field.

Work Experience:

• Minimum 10 years of demonstrated working experience in a live network environment in a medium to large organization in the Information and Technology environment.
• Minimum 2 years of demonstrated service management working experience in a senior management role.