Spl NOC Support

The Spl NOC Support role is responsible for ensuring the National Operations Centre (NOC) Systems are operational and maintaining uptime. The role involves managing SLAs, providing data and business intelligence, and engaging with internal and external stakeholders.

Requirements

• Identifies and responds to customer needs in the National Operations Centre
• Provides coaching and training on ATC systems in the National Operations Centre
• Works closely with IT to maintain and improve systems to uphold regional standards
• Ensures connectivity to all third-party applications and systems
• Compiles new reports as required to manage customer SLAs
• Participates in the root-cause analysis with the SLA manager and the technical teams (Power) when breaches occur
• Provides specialist customised training to the relevant external NOC employees and other stakeholders to drive high performance and meet SLAs
• Monitors the accuracy and timeliness of the data as maintained in the NOC database and other relevant operations-related databases and trackers
• Responsible for the optimal performance of the NOC and its respective functions
• Responsible for ensuring that there is a disaster recovery plan in place for ATC SA
• Ensures that the processes, policies, and SLAs that have been agreed upon with the appointed external vendor for managing the queries logged with the NOC are effectively implemented
• Ensures that queries are responded to according to the agreed SLAs (service level agreements)
• Ensures that when second-level query escalation is required, that resolution is monitored and that queries are closed once resolved
• Ensures that reports can be generated to track the performance of the NOC against the relevant agreed SLAs
• Receives monthly status updates from the service vendor on the vendor's performance against the agreed KPIs of the vendor
• Ensures customer satisfaction levels are of a high standard
• Ensures that the NOC disaster recovery plan is in place and tested annually with the vendor
• Ensures quarterly governance meetings with the NOC vendor
• Ensure Access Support and Monitoring of ATC Access Statuses
• Access App uptake
• Locks status reporting