Job Description

Job Purpose:

To ensure maximum and optimal network and service availability and operation by fulfilling incident management, service request management, and problem management tasks.

Operations

Conduct network/service surveillance utilising prescribed tools/applications Participate actively as a central point of contact for incident/request/problem queries and escalations Conduct incident management toward resolution of incidents Conduct problem management for repetitive faults and known problems Record, update and close/complete all incidents, service requests and problems via the ticket management application Create internal and external awareness of major outages or business critical failures as and when required via prescribed methods and intervals Perform escalations to expedite fault resolution, service request fulfilment or problem resolution as and when required Respond to incoming escalations in the absence of a Team Leader Conduct shift handover to ensure continuity and consistency of incident, service requests and problem management Participate in operational/project meetings including war room convenes

Vendor Management

Liaise with vendors and service providers in assurance of services provided in accordance with SLA's Escalate SLA breaches and non-compliance

Reporting

Generate or facilitate and distribute ad hoc and scheduled reports as and when required Ensure consistency, accuracy, and integrity of all reports Request RFO/RCA/Incident reports internally and from vendors/service providers/partners as and when required Adhere to all the business and SOC policies, processes, and procedures

Governance

Act in accordance with Operational Level Agreements (OLA) internally Act in accordance with Service Level Agreements (SLA) with external business partners Comply with OHS rules Provide input and assist with defining departmental procedures and processes

Teamwork

Participate in departmental knowledge share and skill transfer workshops Provide technical and procedural support to team members Participate in responsibility rotation to promote diversity and team consistency Participate in orientation and induction exercises for new and existing staff members Be flexible to work overtime as and when required Act in the role of Shift Captain, by leading the shift team and co-ordinating tasks by priority including P0 incidents Assume Team Leader delegation including standby duty where required. Be the first level of support for Network Controllers Facilitate and/or conduct knowledge share and skill transfer workshops within Fault Management Assist with coaching and mentoring of Network Controllers

Qualifications

Technical Certificate, Technical Diploma or higher ITIL base foundation (advantageous)

Experience

2+ years experience in telecommunications/IT industry (preferably NOC environment) Experienced in Incident Management fundamentals Experienced in Service Request Management Experienced in Problem Management fundamentals
Job Type: Permanent

Work Location: In person