ROC Supervisor

Main Purpose

The ROC supervisor is responsible for daily operations in the Maintenance space of the DFA fibre network in the allocated area within a region. This includes the daily operations of the network and maintenance of an area. Compile various reports to manage and measure SLA and daily operations of the contractors

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Effective Reporting

• Report on contractor performance based on measurables as indicated by DFA needs.
• Report on effective noc processes into the region
• Report on trends that can lead to improved SLA’s

Network Maintenance

• Network in the specific area is 99.98%. Assist in identifying potential problems in network
• Monitor that repairs are done within the 4-hour Service Level Agreement (SLA) in the specific area and all breaks in the area are resolved within the set SLA agreement (4 hours)
• Maintain the shortest timelines between temporary and permanent repairs: Use shortest time to get client to work (to meet SLA)
• Maintain data integrity on the system
• Track and monitor that effective communication is shared as per SOP on all active faults

Territory Management

• Oversee the contractor partner teams in the allocated specific areas / functions
• Oversee contractor partner teams and ensure they take responsibility and account- ability for their network
• Oversee all breaks in the area to meet the set SLA (4 hours)
• Oversee the maintenance process on a daily basis
• Oversee and ensure contractor partners are maintaining a good relationship / interaction with the NOC and targets

Outsource partner management

• Set meaningful daily performance targets for all contractor partner teams and clearly outline efforts required to reach deliverables.
• Advice on training needs for contractor partner teams based on Quality checks performed Support.
• Develop and agree upon standards against which to measure behavior and performance up front.
• Assess performance and behavior.
• Provide regular, constructive feedback and reinforcement regarding performance.
• Encourage contractor partner teams to adhere to company policies and standards.
• Oversee contractor partner teams’ performance, promoting cohesiveness and taking corrective action where necessary.

Miscellaneous

• Communicate, collaborate, and engage with all key internal departments and stakeholders.
• Coordinate and implement various projects, as and when required
• Perform any other work-related duties and responsibilities that may be assigned from time-to-time by management

Competencies and Minimum Requirements:

Knowledge, qualifications and experience

• N3 Certificate / Grade 12
• 5 years' technical experience in Fibre Optics (Installation and Maintenance), or in a telecommunications co Ordinator or NOC perspective.
• Knowledge of Environmental, Health & Safety Management regulations
• Knowledge of test equipment (OTDR)
• Must have valid driver’s license

Working Conditions

• The role typically involves working in an office environment
• Flexibility to work extra hours during peak periods or project deadlines

Disability Status

This role is suitable for a person with a disability.