NOC Operator - Contract Centre Agent

Bidvest Facilities Management was founded in 2002 under the name Total Facilities Management Company (TFMC). It was a joint venture with Atkins, one of Western Europe's leading engineering and facilities management organisation. The purpose was to facilitate the outsourcing of the infrastructure management group within a major organisation, and to embed international best practice into the new company. TFMC was contracted to achieve savings of a minimum of 12.25% by the end of March, 2004. The company exceeded expectations by delivering savings of 25.72%, within the first year and showed continuous improvement thereafter. The initial 10-year contract (valued at R10.5 billion) included all equipment maintenance and repair services and real estate management which directly affected the client's core business. TFMC’s range of services grew over the years to become an all-encompassing and fully integrated facility management service. While our commitment to our major client remained absolute, TFMC developed its capacity to provide facilities management solutions for other clients. Our business aspirations, strategies and initiatives geared TFMC towards the commercial benefits of multi-client status. In 2013 became a proud member of the Bidvest Group Ltd. and in 2015 we changed our name from Total Facilities Management Company (Pty) Ltd to Bidvest Facilities Management (Pty) Ltd. With this name change we aligned our business strategy with that of the Bidvest Group.Job Description The main responsibility of the NOC Operator is to ensure Network reliability and mitigation of down time of sites through monitoring of technical systems and applying robust yet agile processes to continuously yield efficient outputs. Responsibilities Proactive monitoring of technical system(s) to timeously address alarms Utilize all provided systems to deduce alarm(s) and categories Understand relationship between various systems and/or Network Elements Detection of any faults or potential faults Investigate possible route cause Include as part of ticket logging process First line trouble shooting and remote resolutions of alarms where possible Prevention of faults to field force Logging and handing over of failure tickets, i.e. Power as a Service, Corrective Maintenance, Vandalism, etc Apply intelligent and agile dispatching based on deduced analysis of fault(s) End-to-end management of tickets with field force Timeous dispatching of tasks Management of fault priority and escalations Escalation of power failures to responsible parties Continuous updates of task activities Maintain constant communication with all stakeholders Ensure Service Level Agreement adherence within value chain Capturing, validating and approval of access request for the business Management of security requirements and incidents Escalation management to proactively manage outputs. Key results/outcomes/accountabilities Proactive monitoring of sites and detection of potential faults Accurate interpretation of alarms and the causes of faults Correlation of faults to reduce number of tasks to field force Escalation of faults within time, to provide minimum down time Prioritization of faults and alarms Decision making in terms of dispatching of field force to sites Effective feedback to all stakeholders within the value chain Escalation of maintenance related faults on the monitoring platform Establish and coordinate conference calls between customers (internal and external) System optimization management through continuous improvement initiatives Automation driven process methodology. Qualifications/Requirements/knowledge/Skills/Experience Grade 12 N4 Electrical Certificate, although N6 Electrical Certificate is preferred Service Desk or NOC experience Telecommunications experience Good listening, verbal, and written communication essential Driver's License with own transport preferred Initiative and information seeking Achievement motivation Teamwork and cooperation Values diversity Flexibility Languages Need to be able to work shifts work Need to be available on short notice. Performance indicators/Measure Ability to interpret faults/alarms and reasons for faults/alarms assisted from data available on the monitoring and CRM system Ability to investigate and pickup trends through analytical tools Ability to make informed proactive decision Able to judge feedback from Supplier / TO on site Able to assist Supplier / TO on site with related information for the timeous completion of corrective action High accountability for own actions Display understanding of clients (internal and external) requirements Offers knowledgeable, efficient, and friendly service, i.e. Customer centricity Professional articulation that is effective to the value chain Ability to prioritize and coordinate outputs Escalate and establish time frames with the correct facilitators Maintain and improve Service Level Agreement Reduction of truck rolls through management of first-time resolution of faults. Competencies Personal and professional integrity Attention to detail Analytical Problem solving skills Technical Telecommunication inclined in system utilization Team player with strong leadership ability High energy levels and action orientated Results orientated and highly motivated Excellent time management