Manager Noc

IHS Towers; Johannesburg; On-site; ZAR 300 000 - 600 000; Full time

Job summary

An established industry player is seeking a dedicated NOC Operations Manager to enhance network performance and reliability. In this pivotal role, you will lead a team focused on incident management, ensuring compliance with service level agreements while fostering collaboration with internal and external stakeholders. Your analytical skills will be crucial in identifying trends and proposing actionable solutions to optimize processes. This full-time position offers a dynamic work environment where your contributions will significantly impact operational excellence and customer satisfaction. If you are passionate about driving efficiency and innovation, this opportunity is perfect for you.

Qualifications

• 5-7 years of experience in NOC operations with leadership experience.
• Strong analytical skills for operational data and trend analysis.

Responsibilities

• Oversee incident detection, escalation, and resolution for compliance.
• Analyze operational data to identify trends and propose improvements.

Skills

Customer Service

Incident Management

Data Analysis

Network Performance Optimization

Leadership

Education

University degree in Operations or related field

Tools

ServiceNow

RMS

Job description

To oversee the operation performance and reliability of TowerCos network infrastructure and monitoring systems. This includes leading the NOC team managing key stakeholders such as Group Technology Group IT and tenants and ensuring effective incident management and reporting. Focuses on analyzing operational data identifying trends and proposing actionable solutions to optimize processes and enhance overall efficiency.

Responsibilities

• Ensure data integrity and reliability for accurate reporting and analysis.
• Oversee incident detection escalation and resolution ensuring compliance with SLA timelines.
• Lead major incident response efforts coordinating with Group IT field teams and tenants.
• Implement best practices for proactive incident prevention and root cause analysis.
• Maintain detailed incident logs and ensure lessons learned are applied to prevent recurrence.
• Analyze operational data to identify trends recurring issues and opportunities for improvement.
• Prepare and present detailed reports to senior management including insights on:

• System and network performance metrics (e.g. uptime MTTR incident frequency).
• SLA compliance and tenant satisfaction levels.
• Root cause analyses and recommended action plans.
• Propose and implement solutions to optimize network performance reduce risks and enhance efficiency.
• Track and report on key performance indicators (KPIs) for NOC operations.
• Identify and mitigate operational risks including system vulnerabilities and resource gaps.
• Develop and enforce SOPs for network monitoring incident response and escalation procedures.
• Conduct regular reviews and audits to ensure operational excellence and compliance.

Qualifications

Education:

• Minimum 3 years University degree in Operations or a related field.

Experience:

• Minimum 5-7 years of experience in NOC operations with at least 3 years in a leadership / management role.
• Proven experience collaborating with internal teams (e.g. Group Tech Group IT) and external stakeholders.
• Hands-on experience with RMS ServiceNow Workwide or similar systems.

Additional Information

• Customer Focus: People demonstrating this competency understand & exceed our customers needs. They develop trusted reliable & collaborative relationships. They are consistently operating to the highest standards of service & delivery.
• Innovation: People demonstrating this competency constantly seek new & improved ways to deliver our products & services. They champion engineering & skills development and work to create a collaborative and supportive operating environment.
• Integrity: People demonstrating this competency are open & honest in everything they do. They support financially & environmentally sustainable growth. They make socially responsible decisions and treat their stakeholders with respect.
• Be Bold: People demonstrating this competency are thorough in analyses & decision-making. They are courageous in expanding existing markets & developing new ones. They confidently pursue appropriate financial returns and are forward-thinking and ambitious.
• Sustainability: People demonstrating this competency are constantly seeking to create positive impact in the communities we serve.

Remote Work

Employment Type: Full-time

Key Skills

Feed, Customer Service, Apache Tomcat, ABAP, Application Development, Front Office

Department / Functional Area: Operations

Vacancy: 1