Network Operations Centre Manager (ID: 668306)

Job Overview:

The Network Operations Centre Manager is responsible for overseeing the operations of the Command Center team, ensuring effective performance in managing critical alarms, troubleshooting data center connectivity products, customer care, incident management, and project execution. The manager will guide a team ensuring a high level of customer satisfaction while driving efficiency and service excellence in all aspects of team performance. This role will also support internal initiatives to improve processes and enhance overall service delivery.

Key Responsibilities:

1. Managing Command Center Operations: Provide guidance and leadership to team members, ensuring their professional growth and performance. Conduct performance reviews and appraisals for team members. Assign and monitor the progress of projects managed by the team and maintain an overview of the overall cost and personnel budget for the team.
2. Data Centre Alarm Monitoring: Ensure all critical site alarms monitored in the Command Center are promptly addressed and responded to. Develop the alarm monitoring processes to proactively identify potential risks and avoid SLA breaches.
3. Manage Data Center Connectivity Product Monitoring & Troubleshooting: Ensure network connectivity product alarms are appropriately addressed and monitored in the CC. Enhance alarm monitoring to quickly correlate and identify faults in product systems. Collaborate with the IP Engineering team to update alarming tools for new circuits and network changes.
4. Customer Care: Handle escalations, manage customer expectations, and maintain composure during crisis situations. Act as Incident Manager during serious service-impacting events.
5. Lead and Support Departmental and Company-Wide Initiatives: Collaborate with the Director and other business units to create and evolve processes that mitigate service risks. Identify opportunities for process improvements to increase quality and efficiency. Ensure achievement of CC quality goals, including customer notifications, SLAs, ISO certifications, and ITIL certifications.
6. Incident and Problem Management: Work with Incident and Problem Managers and Site/Region Personnel to manage communications and troubleshoot incidents.
7. Change Management: Manage changes to ensure minimal disruption to services.

Skills and Qualifications:

1. Educated to degree (Bachelor) level
2. Prior experience managing a Network Operations Centre or Critical Data Centre is a plus
3. Proven experience in team management and leadership in a similar role within the data center or IT operations environment.
4. Strong understanding of network connectivity, data center operations, and alarm monitoring systems.
5. Excellent customer service and communication skills, including experience in handling escalations and managing client relationships.
6. Strong project management skills with the ability to handle multiple initiatives simultaneously.
7. Experience in change management, incident management, and problem resolution in a fast-paced environment.
8. Ability to manage customer service reporting and performance metrics.
9. Familiarity with ITIL best practices and certification is a plus.

Interested candidates who wish to apply for the advertised position, please click on “Apply”. We regret that only shortlisted candidates will be notified.