NOC Config & Analyse Manager

Applications are invited for the NOC Config & Analyse Manager position based in Stellenbosch.
This person will report to the Network Manager.

PURPOSE OF THE ROLE:
The NOC Config and Analyse Manager will be responsible to lead and manage a team of NOC engineers to monitor and optimise the active equipment in the access network and provide dedicated day-to-day support to internal customers (Helpdesk, Field Operations, Sales and Infrastructure). Implement functional operational plans aligned to Herotel’s tactical goals, drive long-term metric solutions through root-cause analysis, and oversee rapid resolution of daily escalations and support tickets. Manage people, processes, vendors and tools, maintain a centralised knowledge base, drive automation initiatives, and deliver comprehensive daily, weekly and monthly performance reporting.

Key Performance Areas would include, but are not limited to:

Long-Term Metric Solutions & Root-Cause Analysis:

• Oversee solution planning of key network metrics (Access, Backhaul) via Odoo, Zabbix, Grafana and related dashboards.
• Lead in-depth root-cause analysis for out-of-spec network metrics.
• Coordinate configuration changes.
  

Escalations & Support:

• Prioritise and resolve escalations, tickets and support requests from Helpdesk, Field Ops, Sales, Infrastructure and Herotel Business.
• Ensure all support requests are acknowledged, communicated and closed according to Partnership Agreements.

Process, Tools & Automation:

• Define, enforce and continuously refine SOPs for monitoring, metric solution planning and escalations.
• Identify repetitive tasks and develop or commission automation scripts.
• Collaborate with Network System Engineers (SOC) to integrate analytics and root cause analysis tools.

Reporting & Continuous Improvement:

• Produce daily, weekly and monthly reports on:
  - Metric solution planning and Config & Analyse implementation rates.
  - Ticket resolution statistics.
  - Escalation volumes.
• Present trends, root-cause insights and improvement plans in MOS.

Leadership & Management:

• Lead, coach and develop Config & Analyse engineers across rotating shifts; manage handovers and standby schedules.
• Define clear KPIs, conduct regular 1:1s, performance reviews and tailored development plans.
• Build and maintain a knowledge base; deliver training on tools, root cause analysis methodologies and vendor processes.
• Align with other divisions, functions and regions.
• Lead the Level-1 MOS meeting to facilitate the management structure.
• Coach and train team members to execute activities as expected.
• Uphold partnership agreements with customer and/or supplier teams.
• Ensure each team member has activity lists each day and knows what is expected in terms of speed, quality, cost and safety in executing the activities.
• Manage Network standards deployment and compliance.

Key Outputs:

• Ensure that all resources needed for the Division to operate is available when needed.
• Manage, train and coach the team so they can act effectively.
• Accurate prioritization and disciplined time management.
• Create and lead MOS and related meetings in line with national rhythms.
• Ensure the business culture is practiced in all teams.
• Formal Operational reporting to the rest of the Division.
• Timely resolution for daily escalations.
• Structured daily, weekly and monthly performance reports with actionable next steps.

The successful candidate must have the following experience/skills: -

Work Experience:

• Minimum of 5 years’ work experience in a Network engineering, VAS or advanced helpdesk environment, of which at least 2 years are at SME level.
• Relevant experience in the Telecommunications industry will be beneficial.

Skills and Competencies:

• Must be the Subject Matter Expert (SME) in the field he/she operates.
• Able to lead people, solve conflicts, be good at communication (written and in speech), and create motivated teams.
• Able to process stress and pressure well, and help others do the same.
• Be skilled in management (planning, organizing, leading and control)
• Ability to effectively communicate (verbal and written) and implement plans.
• Knowledge and experience in applying functional best practice.
• Results orientation and drive.
• Analytical thinking and problem solving.
• Decision making and sound judgment.
• Resilient, adaptable, and self-aware.
• Able to transfer knowledge and skills to others.
• Leadership and People Management (plan, organize, lead and control).

Qualifications:

• Grade 12
• Any programming certification will be advantageous (JSON, XML, Java, SQL)
• Any networking certification will be advantageous (MTCNA, MTCRE, JNCIA, JNCIS, JNCIP, CCNA, CCNP)
• Bachelor’s Degree or Diploma in the applicable field will be beneficial.

Applications to be sent to:

If interested and meet all requirements, please submit your CV with contactable references.

PLEASE NOTE:

• Preference will be given to Previously Disadvantaged Individual candidates, in line with Herotel’s Employment Equity Plan.
• Submission of your CV provides Herotel with your express consent for us to process your personal information contained therein, for purposes of processing your application.
• Please refer to our Privacy Policy on our website for further information on how we process personal information.
• If you do not hear from us within 14 days, please consider your application as unsuccessful.