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Technical Duty Manager

Centurion
Salary: Market Related
Job Type: Permanent
Sectors: Sales Telecommunications
Reference: 113541

Apply before Dec 31 2024 | 39 Days left

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Vacancy Details

Employer: Bidvest Facilities Management

Objective
Monitor and ensure on time service delivery as per SLA's or as agreed with Client in line with the contract.
Core Duties

Track Generator Deployment Schedule: Ensure ETAs (Estimated Time of Arrival) are being sourced.
Track and Prioritize: Generator deployment priority list shared by Vodacom FFO's.
Track Generator Movement: Ensure you have a high-level overview of Generator movement.
Track Generator Recoveries: Actively engage on recover to deploy requests received from Vodacom and follow up with the Generator Dispatcher.
Re-Fuels: Actively monitor the Generator Dispatchers progress on actioning Low Fuel alarms on WFM (Workforce Management) so ensure FTs (Field Technicians) are not missing the next Re-fuel hours.

Diligently Track Re-fuelling schedules: Follow up with Generator SPOC/FT's for ETA's .

Escalate where necessary to RM's (Regional Managers) / NOC (network Operations Centre) Managers
Ensure that the TD's and GD’s are diligently updating WFM.
Monitor timeous update and correctness of activity tracker(s).
Analyse and report on routine and ad hoc investigations.
Ensure relevant feedback, information and reports are prepared, submitted and presented to various stakeholders on all aspects of service delivery
Stand-by requirements as and when required.
Compile and provide a clear and comprehensive handover to the Incoming Technical Duty Manager - 30 minutes ahead of the actual shift end time.

Responsibilities

Facilitate Shift handover with TD's (Technical Despatcher) and GD’s (Generator Despatcher)
Ensure that an official handover on mail is provided from the outgoing TD and GD to the Incoming TD and GD as per prescribed process
Ensure all Dispatch Agents are logged into HiPath for the duration of their shift and report on a weekly/monthly basis on the performance of each agent.
Monitor Incoming queues - Mails & Calls must be attended to timeously.
Responsible for Incident Management within the Dispatch NOC.
Monitor the ageing of all tasks that the dispatch NOC are responsible for and ensure regular follow-ups are done with the TD's and GD’s to fast track the resolution.
Responsible for ensuring MTTD (Mean time to Despatch) is achieved by the Technical Dispatchers and take the necessary action
Drive VTTR (Vendor time to respond) with Dispatch Agents and Operational team to ensure 95% SLA achievement.
Analyse site topology and advise team(s) on core sites that will create priority impact.
Manage sites that fail immediately and report as these sites impact ability to manage R1/R2 timeously, thus proactive management is required.
Remote resolve transmission faults were feasible and escalate to Transmission Specialist.
Responsible for ensuring all tasks intended for the Field Team are followed up on E2E (Enterprise to Enterprise) where no updates are received from the FT's.
Notify and escalate major incidents (P1's/P2's) as per the fault handling and escalations procedures.
Responsible for driving progress on P3 - P5 faults that are assigned to a Technical Dispatcher or Field Technician.
Pro-actively escalating issues to Regional Managers and Vodacom FFO on standby.
Escalate shortage of resources and generators to SPOCs (Single Person of Contact) and Regional Managers.
Pro-actively interact and engage with Operational Management to understand areas of improvement and ensure that turn-around times are shortened to continuously improve customer satisfaction.
Enform Dispatch processes during shifts.
Performing monthly sample audits to ensure process is being followed.
Report weekly/monthly on utilization and performance.
Maintain an up-to-date generator deployment report during shifts.

Skills and Experience required

Bachelor’s degree in Information Technology / Electrical Engineering or a Diploma in the related field.
(National Certificates N4-N6)
Minimum of 3 - 4 years’ experience in the Telecommunications industry
Minimum of 2 years’ experience in management.
Knowledge and understanding of systems, e.g. U2020/IoT Commander/Nokia SAM/Huawei/GERM/Galooli and their integration.
Ability to work in a high-pressure, deadline-driven environment
Exceptional communication and reporting skills
Solid working knowledge in a NOC / SOC environment
Outstanding leadership skills and ability to delegate responsibilities effectively