Job Description

Main Purpose

The NOC Manager is responsible for leading and overseeing the 24/7/365 operations of the Network Operations Centre of DFA, ensuring seamless service delivery, rapid fault resolution, and proactive network management. This role combines

people leadership, customer engagement, operational governance, and technology enablement

, driving continuous improvement through automation, analytics, and innovation. The NOC Manager ensures that network incidents are resolved within SLA parameters, customer communications are timely and transparent, and the NOC operates as a center of excellence for operational resilience.

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

1. Service Assurance & Incident Management

Oversee proactive monitoring, surveillance, and incident response across the fibre and IP/MPLS networks using advanced CRM, NMS, AIOps, and automation tools. Ensure timely incident reports are generated, validated, and communicated to clients within SLA. Lead escalation processes for complex incidents, ensuring root cause analysis (RCA) and preventive actions are implemented. Maintain high-quality documentation of incidents, events, and resolutions in the ticketing management system of DFA. Ensure a comprehensive and updated set of Standard Operating Procedures and Absolute Rules are followed between all stakeholders and key working partners.

2. Customer Experience & Stakeholder Engagement

Act as the primary point of escalation for customer service delivery within the NOC. Drive proactive, transparent, and structured communication to customers during incidents and maintenance activities. Support customer presentations, service reviews, and technical demonstrations, showcasing NOC capability and performance. Ensure feedback loops with customers and internal teams are embedded for service improvement.

3. Operational Performance & Reporting

Daily tracking and reporting on NOC performance KPIs (incident resolution times, SLA adherence, mean time to repair (MTTR), mean time between failures (MTBF), customer satisfaction scores). Generate accurate operational reports (daily, weekly, monthly) for management, customers, and regulatory requirements. Implement productivity scorecards, quality assurance audits, and performance analytics to improve team and individual output. Use dashboards, automation, and AI-driven insights for predictive network health reporting.

4. Team Leadership & People Management

Lead, coach, and develop NOC engineers, fostering a high-performance culture and continuous skills enhancement. Ensure workforce planning supports 24/7 coverage and SLA commitments. Implement regular performance reviews, knowledge-sharing sessions, and training in line with evolving technologies Promote a culture of accountability, customer focus, and operational excellence.

5. Continuous Improvement & Innovation

Drive continuous improvement in incident management, change management, and problem resolution processes. Champion automation initiatives to reduce manual workloads and accelerate response times. Collaborate with engineering, product, and cybersecurity teams to strengthen operational resilience. Identify and mitigate operational risks, ensuring compliance with security, and regulatory frameworks.

Competencies and Minimum Requirements:

Knowledge, skills, and qualifications

NQF 7 and above 10 years' plus experience in Telecommunication / IT industry would be advantageous Minimum of 2 years' experience at a managerial level Experience in an Operations Centre and Customer Experience engagement is critical and preferred Working knowledge and understanding of fibre test equipment and fibre cable networking systems is advantageous Understanding and Experience in the fibre network build and repair environments Strong Problem Solving and Management, Co-ordination, Organisation and Business Admin, Quality, Planning and Report writing skills Excellent interpersonal skills, verbal / written communication including the ability to present performance feedback effectively and conflict resolution Strong computer skills - including sold working knowledge of all Windows-based applications Strong analytical and decision-making skills

Advantageous

ITIL v3 or above practices and framework PMBOK * Knowledge of Power BI