Director NOC and Assurance
Interoute Communications Ltd
Provide a strategic leadership and oversight to the NOC management. Set strategic and tactical priorities that align with business objectives.
Ensure a high performance of network and customer services.
Ensure key accounts sensitive and enterprise customers and top level escalated issues are prioritized and their faults fixed in a timely manner
Actively works with sales, regional service managers and customer service and delivery teams to ensure smooth transition of network topology and customer specific know how is transferred into a knowledge database for the NOC
Recruit, mentor and build an effective network organization in support of the business.
Ensure that meaningful metrics related to established SLAs, availability, capacity and performance are captured, validated and reported.
Administer staff performance management and career development activities
Establish vendor relationships to ensure vendor related technical issues are appropriately escalated, managed and measured.
Drive other organizations for improvement of upstream processes based on clearly defined metrics and trending like Customer Care, Engineering and Service Delivery.