Fault Management Team Leader

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

Job summary

An established industry player in telecommunications is seeking a seasoned Fault Management Team Leader to join their dynamic team. This pivotal role involves overseeing incident management to ensure maximum service availability and minimal downtime. You will lead a team of Network Controllers, manage vendor relations, and ensure compliance with service level agreements. If you are passionate about technology and possess strong leadership skills, this opportunity offers a chance to make a significant impact in a people-centric organization committed to exceptional customer experiences.

Qualifications

• 5+ years in telecommunications with NOC experience.
• Strong leadership skills with a focus on team performance.

Responsibilities

• Supervise Fault Management shift teams to ensure service availability.
• Manage incidents, requests, and problems effectively.

Skills

Incident Management

Troubleshooting

Team Leadership

Vendor Management

Performance Evaluation

Education

Technical Certificate (N6)

Technical Diploma (S4)

ITIL Foundation Certification

Tools

Service Management Applications

Element Management Systems

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 Fault Management Team Leader.

Purpose of the Job

To supervise and lead Fault Management shift teams to ensure maximum service availability, functionality, and minimal downtime by effectively managing incidents, requests, and problems, while acting as the point of contact and escalation.

Main Responsibilities

1. Operations

• Oversee incident management to ensure MTTR ("Mean Time to Resolve") within agreed timelines.
• Ensure team and individual performance align with defined MTTL ("Mean Time to Log") timelines.
• Broadcast incident notifications and updates as prescribed.
• Manage trouble tickets, including updates, classification, and closure.
• Serve as the point of contact for incident/request/problem queries and escalations.
• Perform outgoing escalations to expedite incident resolution.
• Perform standby duty and be flexible with extended hours when required.

Technical

• Act as the 1st line technical support for Network Controllers, troubleshooting and trend analysis.
• Draft technical standard operating procedures for Fault Management.
• Explore automation and AI opportunities to improve efficiencies.
• Manage staff monthly claims for allowances based on shift work.
• Manage overtime, leave, and resource availability.

Vendor Management and Client Liaison

• Uphold HR policies and procedures.
• Ensure adherence to operating processes, OLA, and SLA.
• Liaise with vendors and service providers to ensure SLA compliance.
• Escalate SLA breaches and non-compliance issues.

People Management / Leadership

• Review and respond to leave applications based on operational needs.
• Draft and manage monthly shift rosters.
• Ensure staff have necessary tools and access.
• Evaluate KPIs and conduct performance reviews.
• Manage and lead a team of Network and Senior Network Controllers.
• Approve leave applications and shift claims.

Reporting

• Generate RFO, RCA, and IR for high-priority incidents.
• Draft weekly performance and trend reports.
• Prepare ad hoc reports as required.

Governance

• Liaise with vendors and escalate SLA breaches.
• Participate in SLA review meetings.
• Ensure team compliance with Cell C and SSOC policies.

Qualifications

• Technical Certificate (N6), Technical Diploma (S4) or higher.
• ITIL Foundation Certification (advantageous).

Experience

• At least 5 years in telecommunications.
• 4-5 years in a NOC environment.
• Understanding of IP and mobile network infrastructure.
• Leadership or supervisory experience is advantageous.
• Experience with Service Management Applications and Element Management Systems.

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.