Job Description
• IP Provisioning and VLAN Propagation
• Upgrade/Downgrade bandwidth
• Connection Termination
• Change new IP for customer
• Create graph in cacti
• Monitoring customer and provider traffic on Cacti
• Check and resolve customer complaint
• Open ticket by category of complained and follow up to resolve
• Alert the case to related departments when found unresolvable or abnormal issue on the network
• Escalate the issue to provider and follow up with them to resolved the case
• Manage team for onsite install new connection/Troubleshooting
• Coordinate for internal and external maintenance and promptly notify to customers
• Resolve incidents in a timely manner, ensuring that the service SLAs are met
• Make outage report (RFO) in responsible shift.
• Supervise NOC on duty staffs in daily operation
• Handling Monthly customer complain and outage Report
• Managed team for onsite installation and troubleshooting
• Resolve incidents in a timely manner, ensuring that the service SLAs are meet
• Supervise, mentor and train NOC Engineer/Technical Support
• Draw technical diagrams
• Coordinate with Internal & External (Outsource) fiber Team
• Reporting
• Supervise NOC team. Assign client requests and proactive work as needed.
• Assist as an escalation resource for all client issues. Provide direction on both technical and communication approach to help maintain best-in-class customer service.
• Review completed tickets for quality assurance. Review customer service and technical feedback with individual team members.
• Review and manage NOC Engineers performance and productivity
• Hold huddles as needed to give each team member the opportunity to discuss open issues, help needed, and help to offer.
• Use strong customer service skills (good organization, clear helpful communication, and timely response and resolution) to help maintain best-in-class customer service.
• Resolve incidents in a timely manner, ensuring that the service SLAs are met
• Act as an incident manager on incident bridges
• Supervise, mentor and train the NOC engineers on the SOP and processes
• Develop and continuously improve SOPs and processes
• Execute Service and Change requests in a timely manner and ensure SLA's are met
• Assist in the development of workflows and procedures for the team based on industry standard framework
• Work closely with other departments to streamline processes in support of the business
• Leadership, supervision and development of the Network Operations team
• Constant improvement of processes and procedures
• Must be available for network emergencies 7 x 24. Some evening and/or weekend work as necessary based upon workload
• Provide tier 3 network technical support assisting with troubleshooting on shift, performing complex problem analysis and ensuring proper problem escalations and notifications are made. Review all issues for appropriate troubleshooting steps and supporting details prior to escalating to Senior NOC Engineer.
• Provide shift staff leadership as a front line manager and ensure shift is properly staffed to accommodate scheduling needs. Support other shift supervisors with coverage as needed
• Responsible for shift turnover and reporting accuracy. Perform periodic trouble ticket audits using technical analysis techniques and reinforcement to ensure trouble reporting accuracy. Ensure network operators within design specifications
• Lead network operations projects as assigned by manager. Minimally includes consulting with users, network design, development, analysis, testing and documentation
• Allocate staff workload, oversee the effective completion and communication.
• Assist manager by performing skills analysis and developing personalized career development training plans
• Other tasks which are assigned by manager
Job Requirement
• Bachelor's degree in an IT related or Business field preferred from an accredited university
• At least 3 years work experience related to field
• Hands-on skills/experience managing enterprise-wide systems, LANs, WANs, WLANs, VPNs, etc.
• Proven track record in Leading and managing technical teams.
• Experienced in management/support of multiple dissimilar client environments with the goal finding efficiencies through standardization and best practices.
• Senior-level understanding of network configuration and network hardware. Proficiency in routing, sub-netting, NAT, firewall management, etc...
• Ability to work well in a cross-functional team environment
• Must have excellent organizational and multi-tasking skills
• Excellent verbal, written, and presentation skills
• Ability to demonstrate high standards of conduct and ethics as well as appropriate judgment, independence, and discretion
• Strong analytical, interpersonal, and relationship building skills
• Strong sense of urgency and commitment to get the job done
• Superior negotiation, coordination, and conflict resolution skills
• Ability to use (and learn new) complex systems, technologies, and applications
• Ability to adapt to change quickly
• Problem analysis and problem-solving
• High stress and fast paced tolerance
