Frogfoot Networks is looking for a NOC Manager to lead their Network Operations Centre team. You'll ensure high network availability, manage incidents, and drive team performance while maintaining excellent client service.
Dynamic and customer-focused
Frogfoot is in search of a NOC Manager (Network Operations Centre) to join the Assurance Team. **Purpose of the Role** The NOC (Network Operations Center) Manager is responsible for the overall leadership, performance, and operational effectiveness of the NOC team. This includes overseeing 24/7 operations, ensuring high levels of network availability and service quality, managing major incidents, and driving continuous improvement in processes, systems, and team performance. The NOC Manager plays a key strategic role in aligning the NOC with business objectives, maintaining service excellence for clients, and ensuring the NOC operates efficiently, effectively, and proactively. **Key Responsibilities** **Leadership and Team Management** * Lead and manage the NOC team, including Supervisors and Engineers, ensuring optimal performance across all * Recruit, train, mentor, and develop staff to maintain a highly skilled, motivated, and customer\-focused * Define performance expectations, conduct regular reviews, and implement professional development plans. * Foster a culture of accountability, ownership, and continuous learning within the NOC. * Oversee staff scheduling, ensuring balanced workload distribution and adequate coverage for 24/7 operations. #### **Incident and Problem Management** * Act as the escalation point for major incidents, critical service outages, and high\-priority client issues. * Lead the coordination of incident response, ensuring clear communication, rapid resolution, and minimal business impact. * Ensure proper root cause analysis (RCA) is conducted for recurring or high\-impact incidents, and corrective/preventative measures are * Manage post\-incident reviews with stakeholders, clients, and technical teams to strengthen resilience and service * Establish and maintain effective escalation protocols with vendors, service providers, and internal #### **Operational Oversight** * Oversee all NOC operations to ensure SLA * compliance and adherence to internal policies and industry best practices. * Monitor NOC dashboards, systems, and alerts to ensure proactive issue detection and * Ensure accurate, consistent, and timely documentation of incidents, changes, and communications in the ticketing * Develop and enforce standard operating procedures (SOPs) to streamline workflows and reduce error * Maintain compliance with all regulatory, contractual, and security requirements relevant to the NOC. #### **Client Service and Communication** * Act as a senior point of contact for clients during major incidents, ensuring timely updates and professional communication. * Collaborate with account managers, service delivery, and technical teams to ensure client expectations are consistently met or exceeded. * Champion a client\-first approach within the NOC, embedding superior client service as a core principle of * Provide regular reporting and updates to clients on service performance, incident trends, and improvement #### **Performance...
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