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NOC - Team Lead

Fecha: 02-oct-2021

Ubicación: El Prat de Llobregat (Barcelon, ES, 08820

Empresa: Giesecke+Devrient

The NOC Team Lead supports the Head of NOC in 24x7 management of the Network Operations Center team, developing assigned employees to deliver continually improved service to meet customer needs and ensure customer satisfaction.

 

Accountabilities & Responsabilities:

NOC Team Management

  • Global supervision of the team, mailboxes, chats, ticketing and monitoring tools, team member attendance.

  • Set and Lead team objectives

  • Guidance and Mentoring

  • Weekly team meetings

  • Leadership in stressful situations, decision maker when needed.

  • Access control

  • Feedback and workload balancing, capacity management.

  • Responsibility Chip assignment

  • Remote work control

  • Handover review

  • NOC equipment control, connectivity and Tools.
     

Knowledge Management

  • On-boarding new agents

  • Acquire knowledge on G+D products, services, tools, processes

  • Share acquired knowledge through training plans, Teams sessions, video recorded sessions, questionnaires, 1to1.

  • Documentation building, review and maintenance

  • Maintenance of NOC Confluence space

  • Templates creation/validation

  • Dry-Run/Simulations on emergency handling scenarios.
     

Event Management

  • Monitoring dashboard management

  • Monitoring tools consolidation and improvement

  • Automation, email and ticketing notifications.

  • Phone Management

  • Virtual number management

  • Provider management

  • Setups (forwarding, contacts DB)

  • Service Now Key User

  • Ticket overview, analysis, improvement

  • Point of contact for defect and enhancements

  • User Management

  • Approval workflows for Confluence access

  • DL and shared mailbox access control

  • ePortal user management process owner

  • AirOn portal user management process owner

  • External ticketing portal access
     

Communication & Customer SPOC

  • Communication quality control in tickets and emails

  • Customer satisfaction control

  • Interaction with Account Management and Client Engagement Managers.

  • Contract expiration control

 

Your profile:

  • Experience from technologies associated with networks, infrastructure, operating system, databases and application 

  • Experience in working and collaborating across different organizational units internally

  • Telecommunications and/or Payment industry experience

  • Experience with working across different cultures

  • ITIL Foundations

  • Excellent reporting skills

  • Driver mentality, strong sense of ownership

  • Able to understand and motivate people to towards common aims

  • Solution-oriented mindset

  • Ability to adapt to changes

  • Ability to follow given processes, procedures and work instructions

  • Strong verbal, written communications and listening skills, and effective presentation skills

  • Fluent written and spoken English