Ensures that escalations are closed within client’s specifications or SLA.
2. Creates network performance reports and analysis e.g daily, weekly, monthly and share with client or internally.
3. Suggests improvements areas based on that report and shares with the O&M Manager and the O&M Supervisors.
4. Analyzes team & regional performance based on emergencies and reports to the O&M Supervisors and the O&M Manager.
5. Follows up on emergencies on the network and escalates them based on site importance (e.g. hub sites, backbones and collocated sites etc) as per escalation matrix, until resolution.
6. Responsible for reporting emergencies and incidents of violation of SLAs and supports the O&M Manager in communication with client.
7. Responsible for client’s communication e.g. alarms pending for a specific hours, false alarms etc.
8. Provides leadership, technical expertise and management of the NOC operation and staff.
9. Schedules duties hours and timetable of his staff, to have 24/7 network surveillance, as per contract. 10. Ensures that all alarms are attended and followed up, in a timely manner and according to agreed SLAs and KPIs.
11. Ensures that every reasonably effort is made to restore service in an event of an outage within SLA time frame.
12. Prepares SLA reports by giving feedbacks on outage, root cause and supports the O&M Manager for communication with the client e.g. SLA violation, penalties etc.
13. Manages and controls NOC staff for their performance monitoring and career development.
14. Coordinates with the client’s representatives and other sections and proposes changes in procedures, as required, to accomplish tasks in the most efficient and cost effective manner.
15. Evaluates existing processes, systems, and potential improvements complying with maintenance requirements and personnel safety.
16. Ensures assigned employees receive required training and possess/maintain appropriate qualifications, certifications, and licenses.
17. Communicates about networking issues effectively and in comprehensible manner both to clients and employees.

More than 3 years of experience being an NOC Supervisor
• Data analytical capabilities
• Expert in MS office

Experience as NOC/Support team leader or manager, including personnel and shift coordination and management, and making daily reports on shift operations and issues handled/escalated;
--Willing to work in shifts including night & weekends;
--Excellent communication and intra-personal skills;

EDUCATION REQUIREMENTS
• Minimum H.N.D in Electrical / Electronic Engineering. (Prefer BSc) / IT