Requirements
- Must have at least 5 years of experience as a Mobile Operation Management a 24x7x365 environment.
- Preferred to be Moroccan
- Excellent command of English and French
- Strong process workflow and communication skills are a requirement.
- Ability to exercise independent judgment in planning, organizing, and performing network analytical tasks.
- Experience in people-management and conflict resolution.
- Must have very strong problem-solving skills.
- Extensive knowledge of Mobile Network operation
- Must have a can-do attitude
- Strong interpersonal skills and proven leadership skills including the ability to communicate appropriate detail to all levels of management.
Main responsibility
- Supervise a 24x7x365 Network Operation Center’s (NOC) shift operations and personnel.
- Responsibility for Incident Management, Problem Management, Surveillance management, customer support management, event management, business continuity management, crisis management, and Reporting/Metrics
- Assign and manage the workload of shift personnel, as well as escalate resource constraints to management.
- Lead NOC team for troubleshooting Network Outages and prepare post-mortem root-cause-analysis.
- Drive a continuous improvement environment.
- Oversee day-to-day NOC operations, escalations, ticketing and communications with all customers.
- Ensure that the NOC goes beyond what is required as defined by Service Level Agreements.
- Further, develop process and procedures (SOP) within the NOC.
- Update and maintain documentation associated with processes and procedures (Work Level agreement WLA).
- Continuously improve and develop systems to proactively monitor the infrastructure we manage.
- Hire, train, mentor and develop Level 1 / Level 2 technicians/engineers.
- Manage the troubleshooting of major issues with NOC monitoring tools.
- Coordinate efforts to identify root cause and recommend solutions.
- Maintain and update all NOC design documentation.
- Manage and coordinate daily, weekly monthly NOC preventive maintenance.
- Identify areas for process and efficiency improvement within the NOC, recommend prioritized enhancements and oversee implementation.
- Strong experience in process and process development including the development and measurement of KPI’s.
- Ensure that systemic issues have appropriate resolution paths.
- Identify and document root cause for priority issues.
- Generate key reports for management including but not limited to: system availability, service level agreements, ticket resolution, and customer issues.
- Work alongside and ensure mentoring of NOC personnel is occurring to ensure all staff is acquiring the necessary skill sets to perform their job functions and meet departmental and individual goals.
- Performs complex systems administration duties on a regular and continuous basis.
- Performs all other related duties as assigned.
- Is subject to call 24 hours, 7 days a week
