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Fault Management: Team Leader

Purpose of the Job:

  • Provide leadership and coaching to a team that is responsible first line fault monitoring of the CLIENT network.
  • Manage and enforce all policies and procedures relating to Fault Management and assume ownership of the shift.
  • Coordinate all activities between the Network Operations Centre and other divisions during failures.
  • Assume ownership of network critical failures.
  • Responsible for daily, weekly and monthly reports and its validity.

Assume the role of Change agent.

 

Tasks

· Manage the operational functions for Fault Management team members.

· Manage shift environment.

· Manage the monitoring and network surveillance of the NOC.

· Manage these areas to ensure correct procedures and processes are followed.

· Provide feedback to the areas on efficiency and productivity.

· Participate in projects related to the areas.

· Assume the first level of escalation duties

· Reporting on non-compliance in the Change Management domain

· Conduct network investigations.

· Ensure that Trouble Tickets are administered according to the Fault Handling Process.

· Major Incident Management responsibilities

· Ensure that SMS escalations are broadcasted as per agreed levels.

· Initiating of the Problem Management process

· Manage the 24 x 7 shift operations.

· Provide and advisory and support function to team members.

· Identify training needs and maintain staff competence.

· Establish and evaluate Key Performance Indicators.

· Provide an advisory and support function.

· Conduct performance appraisals.

· Uphold HR policies and procedures.

 

Experience

  • 4 + years’ experience in a telecommunication environment.
  • Show leadership qualities
  • Sound experience in fault management

Qualifications

Technical Diploma or higher.

 

 

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