(This job advert is placed on behalf of RISE)
The RISE mission is to accelerate internet in the Philippines—we do this by focusing on the overall customer experience as well as the actual internet service we provide to business clients. Transparency and openness are guiding principles of our customer experience.
The NOC Helpdesk Manager is responsible for leading and developing the Helpdesk function of the Network Operations Center, including leading a team of Network Engineers. The role is responsible for ensuring that operations related to the Network and its Helpdesk / Support Team are running smoothly and developing its capability in line with the growth of the network or client-base.
The purpose of this role is to manage the "front of house" function for the technical side of the business. Working closely with the Network Operations Managers the Helpdesk manager will utilise engineering resources from the Network Operations team. This role can be said to be focused on resolving technical issues, providing customer service, leading the team, conducting training and managing schedules.
They are also tasked to develop strategies that are in line with the Company's goals, and improve the integration of the NOC Team with other divisions. The NOC Helpdesk Manager will work closely with teams in multiple locations.
Job responsibilities may include, but aren't limited to:
Customer Service Management
Advocate for the customer both internally and externally with third parties
Effectively handle escalations for customer problems that come in via the Support Helpdesk
Meet SLA requirements for the provision of new services and service restoration
Ensure that an excellent level of Customer Service is being provided by the team to staff and any issues are addressed effectively and sensitively
Ensure that correct procedures regarding ticket processing are adhered to
Defines and reports on help desk standards and metrics/standards
Develops material, processes, and support for engineers
Primary management escalation point for inbound support requests (internal/external/it)
Prioritises requests for engineers
Responsible for customer notifications
Responsible for developing and maintaining policies, guides and knowledge base
Ensures assignment and timely handling of ownership of issue to engineers
Responsible for requests / assignment of tasks to engineers & sysadmin resources as necessary to remedy customer issue
Responsible for estimated time frames to customers (internal/external)
Staff Management
Provide overall guidance and supervision to the Team and conduct training/learning sessions when needed
Monitor required staffing levels for 24/7 shifts and schedule team members to be able to respond in a timely manner to network issues
Ensure Team compliance to documentation related to work processes or support tickets
Provides feedback to Network Operations Manager on engineer performance
Provides functional coordination of support engineers
Conduct staff performance reviews via Continuous Check-Ins and recommend promotions when necessary
Skills preferred:
Significant proven experience in comparable role within an ISP, Telecoms or IT organisation
Previous experience of building and developing a technical team
Excellent verbal and written communication skills
Able to analyse problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements
Ability to cope with changing environment – including adapting to meet emergency business critical events
Effectively plans and organises personal and team workload
Capable of working under pressure/using own initiative with minimal supervision
Team player, who contributes ideas and suggestions for improvement
Keen interest in leading edge ISP technologies
Experience in dealing with end users
Experience working in a customer support team or environment, especially with 24x7 coverage
Experience managing third party providers (vendors etc.)
Preferred 5 years experience in the following:
Experience working with a large, operational IP network
Experience with ITIL/ITSM practices
Working Conditions:
Travel may be required to other locations depending on Company needs
Overtime may be required
Shift schedule as determined by immediate lead
On-call duties may apply
May be required to work nights
May be required to work on weekends
In your application, kindly indicate the currency of your desired salary.
We apologise, however, due to the volume of applications most likely we will not be able to respond to each applicant individually, however we do appreciate your time and will review each application that we receive.
This job is a general application for pooling and has no specific timeline. Kindly refrain from sending follow up emails in light of this.
PRIVACY STATEMENTSynacy/RISE is committed to protecting your personal information. Your information will be collected, used and may be shared by Synacy/RISE with third party service providers to serve lawful purposes, for Synacy/RISE recruitment process, including processing of data by third party when required. Your information shall be held only as long as necessary to achieve the purpose for which it is collected. The use and transfer of your information will be strictly in accordance with the applicable data privacy law and in line with our privacy policy available at Synacy/RISE Privacy Policy. Further, by clicking Apply, you agree and acknowledge that you have read Synacy/RISE’s privacy policy and fully understand your rights to access, correct or withdraw your information anytime.
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