How would it be like to work as a Service Assurance (NOC) Manager with us?
You must ensure a high customer satisfaction level by offering stable services, on-time service restoration and great customer experience. Provide leadership to Service Assurance team. Create an appropriate operational system – people, processes, software – aligned with GTS future business, facilitate continuous learning and development as well as customer centric culture.
The job has four areas to focus on:
(1) TECHNOLOGY– SA (NOC) Manager should understand GTS technologies and technical infrastructure, be up to date with future technologies and facilitate continuous learning and development.
(2) OPERATIONAL – SA (NOC) Manager should create an appropriate operational model to prevent technical incidents and/ or restore services on time – referring to both Telecom legacy services and new ICT services; transformation and digitalization required.
(3) PEOPLE – SA (NOC) Manager should provide leadership to SA (NOC) Engineers with focus on continuous learning and development; team organization required.
(4) CUSTOMER – SA (NOC) Manager should internalize GTS customer centricity culture and even increase it among Service Assurance (NOC) team.
Job responsibilities:
- provide (technical) leadership for Service Assurance team for technical problems resolution;
- leading monitoring of operations of the NMS(s)/NOC 24/7, utilizing best practice operational processes with the aim of achieving service assurance and optimal customer experience;
- manage critical outage situations and act as liaison between Service Assurance team, other technical teams and customers;
- ensure proper analysis of network alarms to enable clear interpretation of issues;
- responsible for the efficient management of customer complaints and escalation as may be appropriate;
- monitor and ultimately ensure Service Restoration - meeting SLA on services;
- foster relationships with various departments within GTS Telecom or company external partners; build customer trust by constant engagement and support, manage downtimes and negotiate conflicts (with a technical focus);
- ensure trouble tickets are generated with details whenever there is an incident on the network;
- coordinate the generation of network availability and performance on daily/weekly/monthly basis;
- assign and manage the workload of shift personnel, as well as escalate resource constraints to management;
- develop and improve process and procedures within the Service Assurance department;
- generate key reports for Management including but not limited to: system availability, service level agreements, ticket resolution and customer issues;
- responsible for managing outages, SLA, uptime, service availability, root cause analysis.
How do we picture you?
As a Manager of the Service Assurance (NOC) department you should prove both good technical understanding and leadership abilities.
Technical abilities
- Good knowledge regarding IP networking is a must
- General understanding of technologies and protocols beyond a specific vendor is considered a must
- Networking legacy: knowledge/experience SDH/DWDM is a plus
- Networking voice: is a plus
- Cloud (virtualization): is a plus
- Systems: knowledge/experience Linux/Unix OS is considered a significant plus
- Open to new technologies, challenges;
- Think out of the box (job requires operational model and mindset transformation!);
- Analytical and problem solving skills;
- Ability to build and maintain effective teams – great leadership skills;
- Ability to interact efficiently with peers, sales, top management, customers, vendors, suppliers, partners;
- Ability to support his point of view and be assertive in communication;
- Customer centric.
YOUR GTS BENEFITS
GTS has always grown through its people. Each of us matters: we work together; we share the outcomes of our success and we are there for each other in all moments of life.
You have the opportunity to choose what better suits your needs.
So that you are always updated and know what should be expected in your area of expertise.
We are here to support you in every step you take for your professional development.
We know that sometimes you need to be rewarded beforehand for your work…
You can trust that, when necessary, you know who to rely on, without spending time searching.
No one should go through the hardest times alone…
Your joy is also ours!
A person you have recommended got the job? You get a bonus!
A day in the office is more cheerful if we add … color, energy and vitamins!
“Santa GTS’s” bag is always full, and the reindeers never miss their way to us!
We are a cheerful and united team: how could we not have… a “GTS Easter bunny”?
We know how much you want your kids to be happy!
