NOC Helpdesk Manager
PHP 1 - 2,000 monthly

Synacy Inc.
With business certificates

51-200 employees
Cebu City, Cebu
(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.
 
PRIVACY STATEMENT

Synacy/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.

Synacy Inc.

About the Company
 
Synacy is a global company, developing software products in the Philippines using international best practices, and exporting to the world.
 
We aim to help businesses be competitive by a consolidating telecommunications and technology markets and giving them access to opportunities that until now only large companies can realise.
 
We believe the best results for end-users and customers come from a number of various companies providing the best to service them. We want to enable them so they thrive.
 
We do this by providing the infrastructure and tools for them to sell new telecom products and enhance the value they deliver to their customers.
 
Our founders are from Australia, and together with our diverse, international leadership team, we managed the business from our offices in the Philippines, Australia, Canada, and Singapore.
 
Our company offers our products and operates under a few brands. At UTBox and Monopond, we offer fax and SMS messaging products, available globally, for individual and wholesale use. We founded an internet service provider to accelerate internet in the Philippines known as RISE. At RISE, we offer competitive fiber based internet access, to businesses located in major cities in the country.
 
It is our intent to form a globally competitive organization. We believe talented and remarkable people is found anywhere in the world. At the moment, we have most of our teams co-located in our offices in the Philippines. However, we are not limiting our reach here, we are forming a remote-first culture within our organization, so we can offer the opportunity to current and new members to work wherever they are productive.
 
A few of our strategies:
 
Software and automation is at our core. We believe in efficient, resilient, and scalable approach. Work smarter not harder, so that when you work hard you are working smart.
 
To our customers, we want to offer a complete service, in an integrated package.
 
We have taken the challenge of integrating with many telecommunication providers in the world, and aggregated our customer traffic, to offer a consistent quality at the best possible price.

Learn more at :
http://synacy.com/