NOC & Performance Manager at Blue Recruits Limited

NOC & PERFORMANCE MANAGER

1. PURPOSE OF THE JOB

• Accomplishes NOC objectives by planning and evaluating O&M activities.
• Manages the planning, implementation, and tracking of specific NOC activities from beginning to end with specified deliverables. 
• Oversees Network Performance against Service Level Agreement.

II . MAIN FUNCTIONS AND RESPONSIBILITIES 

• Owns NOC deliverables and executes work plans to achieve O&M targets. 
• Identifies resources needed for NOC and assigns individual responsibilities.
• Manages day-to-day NOC activities. Reviews deliverables prepared by NOC Operators before sharing them with the client.
• Ensures NOC resources are properly maintained acceptably.
• Minimizes risk exposure on NOC activities.
• Ensures full compliance with health and safety regulations at NOC.
• Communicates regular network status updates to Clients. 
• Oversight and mentoring of your team. Determine the objectives and measurable targets upon which NOC will be evaluated at its completion. 
• Proposing strategic plans through network performance reviews and consolidating improvement plans. 
• Ensures Energy Desk Conducts proper budget forecasting, and proper OPEX analysis, identify opportunities for improvement, and sets control measures. 
• Ensures Site Work Orders are properly managed concerning priorities and impact. Prepares daily Network Performance Reports and SLA reviews.
• Conducts daily SLA reconciliation with Customers. 
• Review monthly SLA reconciliation report before Signoff.
• Conduct SLA awareness for all O&M departments. 
• Conduct Performance Evaluation of NOC Operators and 
• Establish an interface between the NOC department and top management. 
• Supervises all NOC staff to adhere to standard processes and V.

III. OTHER DUTIES AND RESPONSIBILITIES

• Prepares network performance reports for internal framework and customer needs. 
• Ensures PM, LUKU, and Fuel plan is submitted to the client every month. 
• Work with other O&M Managers to ensure that services are delivered collectively. 
• Prepares monthly roster for NOC Monitors.
• Establish appropriate NOC KPIs as the basis of demonstrating quality service delivery.
• Conduct Performance Evaluation of NOC Operators and Subordinates. 
• Responds to other duties assigned by Line Manager.
• Ensure the workplace conforms with health and safety requirements. 
• Responsible to oversee the implementation of safety statements.
• Responsible for ensuring that good case practice on HSE compliance is always followed.
• Responsible to participate in SHERQ meetings, audits as well as random site inspections to ensure compliance.
• Responsible for always ensuring enough resources are allocated to implement HSE policy requirements.

1. SUPERVISORY RESPONSIBILITIES

• Supervises the work of subordinates in the department to ensure they perform their work effectively.
• Establish an interface between the NOC department and top management. 
• Supervises all NOC staff to adhere to standard processes and procedures. 
• Working independently or in a team under comprehensive organizational guidelines to achieve unit objectives. 
• Utilization of significant resources from other work units to perform the job’s functions.
• Prepares succession plans and mentoring of subordinates to strengthen future organizational structure.

MINIMUM REQUIREMENTS/QUALIFICATIONS

• At least 5 years’ experience preferably in the telecom sector.
• Bachelor’s degree or Diploma in Engineering or a related discipline is required. 
• Prior experience working in the telecom sector is preferred.
• Suitable client-facing skills incorporating significant commercial experience.
• Strong communication knowledge along with a highly developed understanding of NOC processes and system tools.
• Competence in document preparation using MS office, data collection and MS PowerPoint for presentations and posters.

VIII. SKILLS AND ABILITIES 

• Communicate effectively. verbally and in writing, to diverse audiences.
• Plan, organize, and prioritize work.
• Assign and supervise the work of others. 
• Demonstrate the highest level of ethical behavior.
• Remain flexible to adapt to changes in the work environment.

KEY PERFORMANCE AREAS AND TARGETS

1. NETWORK PERFORMANCE

• Weekly Network Performance Report every Monday.
• Monthly Network Performance Report before 10th of next month.
• Monthly Group Performance Report before 03rd of next month.
• Quarterly Network Performance review and establish best performers.
• Annually Network Performance review and establish best performers.

1. NOC KPIS

• Overall alarm response time should not exceed 10 seconds. 
• Ensure regular network status updates on company and customer forums.
• Prepare and submit the NOC roster every month before the 25th. 
• Ensure zero deviation of processes and procedures by NOC Operators.
• Ensure 100% timely closure of all NOC activities as per SLA.
• Continuous reduction of energy consumption through the engagement of NOC Operators.

SLA

• Daily SLA Dashboard.
• 100% completion of SLA reconciliation before the 2nd of next month. 
• SLA awareness: Quarterly SLA awareness to field, NOC, and BO.
• Submission of PM. LUKU and Fuel plan every month before the 25th, 
• SWO: 100% in-time closure of SWO within company scope.

1. COST CONTROL

• NOC Overtime: Should not exceed 144 Hours per month. 
• Per Diem and Allowances: Should not exceed 250K per month.

1. SHERQ AND RESOURCES

• Ensure 100% HSE Compliance at the workplace. 
• Ensure 100% 5S Compliance at the workplace.
• Incident Reporting: Continuous reporting of Hazards and Near misses.
• Ensure NOC resources and IT equipment are maintained at acceptable standards as per OEM.

1. CUSTOMER SATISFACTION AND BUSINESS CONTINUITY

• Keep the customer satisfied with business requirements. 
• Keep and maintain a good relationship with the customer.
• Keep and maintain good relationships between the NOC team and other supporting departments.
• Training: Conduct refresher training for NOC Operators annually. 
• Build and keep teamwork among NOC teams and subordinates.
• Quarterly Evaluation and Appraisal of NOC Operators and subordinates.
• Succession Plan: Prepares NOC succession plan annually. 
• Audits: Conduct 1 site audit per month.

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