NOC Shift Leader (Fibre)

• Bachelor’s Degree (or equivalent) in a related field.

Experience & Skills:

• Requires minimum of 1 years’ experience in telecom industry including experience in service desk or similar fields or a successful intern assignment with WIOCC working on the Service Desk / NOC / NMC
• Knowledge of various platforms around Subsea, Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS)
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment.

Attributes:

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personnel excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required.

• Bachelor’s Degree (or equivalent) in a related field.

Experience & Skills:

• Requires minimum of 1 years’ experience in telecom industry including experience in service desk or similar fields or a successful intern assignment with WIOCC working on the Service Desk / NOC / NMC
• Knowledge of various platforms around Subsea, Fibre, DWDM, OTN, SDH, Data (Ethernet, IP/MPLS)
• Effective written and verbal communications skills evidenced by work history and accomplishments
• Expert knowledge of at least one trouble ticket system, NetSuite desirable
• Excellent communications and soft skills, including ability to listen to and summarize and concisely share key information with clients
• Demonstrate ability to manage multiple priorities and solve problems in a fast-paced environment.

Attributes:

• Client focused, relationship builder
• Integrity, honest with high ethical standards
• Boundless, passionate and flexible
• Personnel excellence, accuracy and attention to detail
• Collaborative, achieve results through teamwork and partnerships
• Strong analytical skills and able to collate and interpret data from various sources
• Excellent English language communicator with a natural aptitude for dealing with people
• Good network diagnostic skills, attention to detail, concise, accurate, urgency, meticulous
• Willing to work on a 24/7 shift including nights, weekends and public holidays / on-call as required.

Job Objective

• Lead the allocated NMC shift team to provide first-level support for WIOCC and partner networks, identify incidents through proactive monitoring and manage planned engineer works.
• To be acknowledged as the network assurance champion ensuring high levels of availability and performance.

Key Duties & Duties

• Lead allocated NMC shift team, act as duty manager when NMC Manager is not available
• Prepare shift handover report and actively participate in shift leader meetings and improvement planning
• Interface point for WIOCC NOC/TAC and partners achieving high levels of satisfaction
• Lead the proactive monitoring alarm management systems for events, create, own and manage trouble tickets to successful resolution, lead supplier incident management
• Lead incident management, trouble shooting and resolution of first level network issues
• Ensure all network tickets have correct closure data
• Use of and ensuring data integrity of systems
• Lead planned engineering works, including technical method of procedure coordination
• Identify network concerns, issues, challenges and escalate to NMC management
• Maintain accurate records, assist with auditing and data cleansing as directed
• Assist Provisioning to configure & activate services / restoration as directed
• Field operations as required (installation, patching, troubleshooting, testing, inventory).