Summary:
The Manager on Duty, reporting to the NOC Manager, will be responsible for leading a Network Operations Center through the effective use of resources. Will analyze performance statistics and ensure quality customer service and SLA adherence through coaching and performance management. He or she will perform these functions with the ability to lead, motivate, and inspire.
Responsibilities:
- Manage and coordinate a team of NOC Agents and Engineers
- Monitor phone queues and track inbound calls
- Manage ticket queues, priorities, and agent productivity
- Monitor the incident management process
- Identify and escalate trending issues
- Minimize client impact and reduce MTTR (Mean time to resolve)
- Be available and motivated to improve the entirety of the team's operations.
- Manage by walking around. Be visible to answer questions.
- Take calls that your agents can't handle, be available when an agent appears to need assistance.
- Motivate and encourage agents through positive communication and feedback
- Quality evaluations of all direct reports
- Spend four hours per month working the NOC telephones and priority boards.
- Make sure your staff recognizes that you can do their jobs, too!
- Produce performance reviews as established by company policy
- Act as an escalation point for larger customer escalations, or escalations with significant exposure
- Follow up with customers who have experienced significant outages or service failures
- Monitor supervisor and NOC email escalations and ensure timely follow up
- Provide Incident reports as defined by Incident Management Guidelines
- Ensure compliance to all policy, process and procedures
Requirements
- College degree or relevant experience preferred
- Minimum of two years related experience preferred, but not required
- Must have demonstrated skills of leadership, collaboration and diplomacy
- Excellent customer service, computer and interpersonal skills required
- Proven ability to drive individuals and team performance
- Excellent computer-based, telephonic, verbal and written communication skills
- Organizational skills
- Exceptional and demonstrable customer service skills
- Ability to multi-task and successfully prioritize workload
- Excellent problem solving and decision-making skills
- Willingness and ability to work in a fast-paced working environment over an extended period of time
- Flexibility in scheduling to regularly include 1st, 2nd and occasionally 3rd shift.
- Proficient in Word, Excel and Outlook
- Minimum technical skills equivalent to Comptia Network+