At Cell C, we are not just a telecommunications company; we are a people-centric and consumer-focused organization committed to delivering exceptional experiences to our customers. In line with our dedication to customer-centricity, we are seeking a seasoned professional to join our dynamic team as a Senior Network Controller to join our dynamic team of #Unstoppables.

Purpose of the Job:

To ensure maximum and optimal network and service availability and operation by fulfilling incident management, service request management, and problem management tasks.

Operations

• Conduct network/service surveillance utilising prescribed tools/applications
• Participate actively as a central point of contact for incident/request/problem queries and escalations
• Conduct incident management toward resolution of incidents
• Conduct problem management for repetitive faults and known problems
• Record, update and close/complete all incidents, service requests and problems via the ticket management application
• Create internal and external awareness of major outages or business critical failures as and when required via prescribed methods and intervals
• Perform escalations to expedite fault resolution, service request fulfilment or problem resolution as and when required
• Respond to incoming escalations in the absence of a Team Leader
• Conduct shift handover to ensure continuity and consistency of incident, service requests and problem management
• Participate in operational/project meetings including war room convenes

Vendor Management

• Liaise with vendors and service providers in assurance of services provided in accordance with SLA’s
• Escalate SLA breaches and non-compliance

Reporting

• Generate or facilitate and distribute ad hoc and scheduled reports as and when required
• Ensure consistency, accuracy, and integrity of all reports
• Request RFO/RCA/Incident reports internally and from vendors/service providers/partners as and when required
• Adhere to all Cell C and SOC policies, processes, and procedures

Governance

• Act in accordance with Operational Level Agreements (OLA) internally
• Act in accordance with Service Level Agreements (SLA) with external business partners
• Comply with OHS rules
• Provide input and assist with defining departmental procedures and processes

Teamwork

• Participate in departmental knowledge share and skill transfer workshops
• Provide technical and procedural support to team members
• Participate in responsibility rotation to promote diversity and team consistency
• Participate in orientation and induction exercises for new and existing staff members
• Be flexible to work overtime as and when required
• Act in the role of Shift Captain, by leading the shift team and co-ordinating tasks by priority including P0 incidents
• Assume Team Leader delegation including standby duty where required.
• Be the first level of support for Network Controllers
• Facilitate and/or conduct knowledge share and skill transfer workshops within Fault Management
• Assist with coaching and mentoring of Network Controllers

Qualifications

• Technical Certificate (N6), Technical Diploma (S4) or higher
• ITIL base foundation (advantageous)

Experience

• 2+ years experience in telecommunications/IT industry (preferably NOC environment)
• Experienced in Incident Management fundamentals
• Experienced in Service Request Management
• Experienced in Problem Management fundamentals

"Cell C is an equal opportunities employer, committed to fostering a diverse and inclusive workplace where all employees are treated fairly and with respect, regardless of race, gender, age, disability, or any other protected characteristic."