CipherWave

About CipherWave

CipherWave, a Johannesburg based Cloud and Internet Service Provider is looking to hire an IT/NOC Manager.. KEY PERFORMANCE AREAS Previous management experience in managing technical teams (3-5 years as a manager, managing teams) Must have worked in a technical environment with experience in, but not limited to: Networking Cloud services Voice services Support or Helpdesk Managing projects, working with direct and indirect teams Problem/Incident/Change Management Working with 3rd party suppliers in order to maintain systems Managing standby/after-hours support Dealing with large scale escalations Budgeting and department expense management KEY ROLES AND RESPONSIBILITIES As the CipherWave IT/NOC Manager your responsibilities are the following: Overall responsibility for managing CipherWave’s NOC, including: Managing the day to day operations of the NOC including staffing, escalation management and ensuring customer support ticket resolution within the defined business SLA’s Working with internal CipherWave teams, including Projects, Sales, Finance and the Core team to ensure speedy resolution of customer problem tickets or customer support escalations Ensuring all monitoring systems utilized by the NOC team as well as customers or partners are operational to allow correct monitoring of services Effectively updating and communicating any business risk to the management team and exco where necessary Working with HR to enhance the NOC team’s development plan to ensure the team is challenged and growing in their roles Improving on policies developed for the CipherWave NOC that assist to mitigate the overall business risk through the NOC, whilst improving customer engagement and customer experience Providing weekly/monthly reports to the management team and exco on the performance of the CipherWave NOC Driving a culture of technical excellence through exceeding CipherWave customers and partners support expectations Engaging with CipherWave 3rd party suppliers to improve their delivery to the business Driving the execution strategy from the business through to the support team Managing both new service activation, service de-activation and customer lifecycle management through support systems Managing the NOC team’s KPIs in alignment to the company and working with HR continuously to keep this updated through the Financial Year

Synonyms

Technologies (from Job Ads)

Hiring Locations

Headquarters

Loading map...

Company Info

Job Ad Metrics

Job Ads found: 38

Job Ads per Month: 3.8

Hiring Locations: 1

Data Info