Noc Team Leader

**Job Purpose**:
The Indigo Telecom Group, Network Operation Centre (NOC) provides its customers with network monitoring, Global engineering resources and associated technical services. Based in South Wales, the Indigo NOC is staffed by highly trained professionals on a 24x7x365 basis and has well-established methods and procedures.

The Indigo NOC interacts frequently with its customers’ support, UK, European and Global service partners and suppliers, and Indigo’s sales teams. It is important that the NOC Trainer is clear and concise in all forms of communications. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately.

The role of the NOC Team leader is to provide leadership to the shift teams, acting as a point of escalation to ensure that customer SLAs/KPIs are met or exceeded. The NOC “Shift” Team leader will be accountable for the delivery and achievement of the customer SLAs. The NOC Team Leader must be clear and concise in all forms of communications. Diligence and attention to detail are also key skills along with ability to multi-task and prioritise work appropriately. The NOC Team leader role is a line management role to the shift team, extended day teams and IDCC teams.

The NOC Team leader will be required to work very closely with all other departments within Indigo Telecom Group and its Service Partners and, as such, will need to develop good working relationships with members of staff within these departments.

**Principal Accountabilities / Objectives**:
**Manage the delivery of the NOC services**:

- Manage and achieve the customer SLAs and KPIs;
- Ensure all required site visit reports & customer part returns are completed according to customer contractual agreements;
- Take ownership of incidents in a calm and efficient manner and manage to resolution;
- Complete root cause analysis, implementing improvement actions where required;
- Ensure that all NOC and customer reports are correctly completed by 5th day of each month;
**Manage the NOC staff and extended teams**:

- Effectively lead and manage the NOC shift teams on a day to day basis;
- Act as first point of escalation for the NOC teams, internal and external customers;
- Complete customer incident reports as required within agreed timescales;
- Work with the shift team to review options to meet SLAs, assess priorities and make decisions on the course of action to follow;
- Communicate effectively internally and externally on the chosen course of action;
- Train, advise, coach and mentor team members; set objectives, hold regular one to one reviews, monitor individual performance and complete mid-year and annual appraisals;
- Provide input to training needs, provide training where possible, and arrange for internal training with colleagues and other departments where necessary;
- Ensure that the company and customer fault management systems are 100% accurate and up to date at all times in terms of contract management, site information, database administration and training;
- Monitor and redistribute workload as required within the NOC teams
- Drive the teams to deliver the best in class customer experience and exceptional customer service for all clients.

**Communication with the customer**:

- Ensure customers are kept informed of incident progress throughout the ticket lifecycle, internally and externally, adhering to SLA response times;
- Attend customer review conference calls/meetings as required;
- Act as the technical escalation point for customer networks.

**Principal Accountabilities/Objectives: General**
- Utilise all management tools and mediums to ensure maximum efficiency to the department;
- Maintain and create, where necessary, NOC processes and procedures whilst also providing continuous improvement;
- Ensure Health & Safety standards are maintained at all times and assist in the closure of all SHEQ non-conformances;
- Participate in SHEQ audits when required;
- Represent the company and group in a professional manner at all times, both externally and internally and support the adoption of the Indigo’s corporate culture;
- Promote the highest level of customer service internally and externally at all times;
- Provide technical bid support to sales team, as required;
**Competency: Skills/Knowledge/Qualifications**:

- Previous Help Desk experience an advantage;
- Previous experience of leading a team essential;
- Ability to build and maintain good working relationships both internally and externally;
- Analytical problem solver;
- Strong attention to detail;
- Excellent customer service skills;
- Excellent communication skills, both verbal and written English;
- Desire and motivation to learn and ability to advance skill level;
- Ability to multitask and prioritise workload;
- Flexibility and ability to work on own initiative;
- Ability to remain calm under pressure;
- PC literate, especially Microsoft Office;
- Self-assured in contact with