Senior Network Controller

Cell C; Gauteng; On-site; ZAR 30 000 - 60 000; Full time

Job summary

Join a forward-thinking telecommunications company as a Senior Network Controller, where your expertise in incident and problem management will ensure optimal network performance. This role offers a dynamic environment focused on delivering exceptional customer experiences. You will be at the forefront of managing network incidents, collaborating with vendors, and ensuring compliance with operational agreements. If you're passionate about technology and thrive in a fast-paced setting, this is your chance to make a significant impact in a diverse and inclusive workplace.

Qualifications

• 2+ years in telecommunications or IT industry, preferably in a NOC environment.
• Experience in Incident, Service Request, and Problem Management fundamentals.

Responsibilities

• Conduct network surveillance and manage incidents for optimal service availability.
• Liaise with vendors to ensure compliance with SLAs and manage escalations.

Skills

Incident Management

Service Request Management

Problem Management

Network Surveillance Tools

Education

Technical Certificate (N6)

Technical Diploma (S4)

ITIL Foundation Certification

Tools

Ticket Management Application

Job description

Direct message the job poster from Cell C. At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers.

In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a Senior Network Controller.

Purpose of the Job

To ensure maximum and optimal network and service availability and operation by fulfilling incident management, service request management, and problem management tasks.

Operations

1. Conduct network / service surveillance utilizing prescribed tools / applications
2. Participate actively as a central point of contact for incident / request / problem queries and escalations
3. Conduct incident management toward resolution of incidents
4. Conduct problem management for repetitive faults and known problems
5. Record, update, and close / complete all incidents, service requests, and problems via the ticket management application
6. Create internal and external awareness of major outages or business-critical failures as required via prescribed methods and intervals
7. Perform escalations to expedite fault resolution, service request fulfillment, or problem resolution as needed
8. Respond to incoming escalations in the absence of a Team Leader
9. Conduct shift handover to ensure continuity and consistency in incident, service requests, and problem management
10. Participate in operational / project meetings including war room convenes
11. Liaise with vendors and service providers to ensure services are provided in accordance with SLAs
12. Escalate SLA breaches and non-compliance
13. Generate or facilitate and distribute ad hoc and scheduled reports as required
14. Ensure consistency, accuracy, and integrity of all reports
15. Request RFO / RCA / Incident reports internally and from vendors / service providers / partners as needed
16. Adhere to all Cell C and SOC policies, processes, and procedures

Governance

Act in accordance with Operational Level Agreements (OLA) internally and Service Level Agreements (SLA) with external partners. Comply with OHS rules. Provide input and assist with defining departmental procedures and processes.

Teamwork

Participate in knowledge share and skill transfer workshops, support team members, participate in responsibility rotation, and be flexible to work overtime as needed. Act as Shift Captain and support coaching and mentoring of Network Controllers.

Qualifications

• Technical Certificate (N6), Technical Diploma (S4), or higher
• ITIL foundation certification (advantageous)

Experience

• 2+ years in telecommunications / IT industry (preferably NOC environment)
• Experience in Incident, Service Request, and Problem Management fundamentals

Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic.