NMC Support Analyst

AM Recruitment
08 Apr 2018
20 Apr 2018
Contract Type
Full Time
Job title: NMC Network Support Analyst
Directorate: COO (Network Operations)
Location: Rugby

The post holder is responsible for the triage and management of incidents applicable to NMC Tier 1 Support.

The post holder is responsible for accurately recording incidents reported by Network Management Tools and by customers directly, ensuring that the incident is accurately logged with the correct information, severity and impact and that any incidents which may breach SLA are escalated accordingly.

Need to do

Key Accountabilities
• Monitoring of Network Management Tools to ensure accurate and timely investigation, diagnostics and resolution of all incidents and where an incident cannot be progressed by the NMC, engage the relevant parties.
• Direct contact and exceptional standards of inbound and outbound customer service delivery to the clients customers, reacting to customer reported incidents within Service Level targets.
• Accurately diagnose and resolve incidents within contractual SLAs, ensuring escalation of those which are in jeopardy.
• Take ownership for the update, maintenance and production of relevant processes and local working instructions
• Accountable for the delivery of high quality customer service and communications to the clients customers and internal departments
• Jeopardy management from opening to resolution within SLA targets of incident cases relevant to the NMC
• Accountable for high standards of case note quality and accurate information being entered into incident cases
• Responsible for the production of reports to aid and assist with incident diagnostics and resolution using the relevant network tools.
• To become a subject matter expert in a relevant area of the network or service provided, to coach and mentor colleagues in this subject and take ownership and responsibility for local working instructions relevant to this area and the NMC. These areas can include, but are not limited to: ERV and products and services for each line of business customer.

Relationships and communications
Key external contacts (people/groups):
External contacts are primarily partners and suppliers.

Key internal contacts (people/groups):
Internal contact will be required with other Service Centre Teams, Field Services, Network Support Services and Customer Services teams as well contact with other internal teams (IT, PCT) in relation to progression of incidents.

Typical examples of nature of interaction with contacts and skills required (routine, sales, clients, contractors, complaints, negotiation, partners, media etc)
The post holder will interact with a number of people and departments from within the client, their Suppliers and customers.
These interactions will require skills such as communications (written and verbal), decision making, diagnostics, negotiation, resilience and dealing with difficult people.

Decision making and accountability
What are the financial/budget accountabilities of the role?:
The role has no budgetary or financial responsibility however, there is responsibility to minimise exposure to service credits and SLA failures.

What is this role solely accountable for (must be genuine accountability, not shared or implied):
The role is solely accountable for management of the clients Network via Network Monitoring Tools and incidents reported to their Service Centre from their customers.

Strategic accountability/responsibility (responsibilities aligned with corporate strategy and how wide is the impact of the incumbents decisions):
The role has no specific strategic accountability. However the role is fundamental to the delivery of great service which is an integral part of the sustainability of the clients future business.

Examples of decisions taken and referred:
• Timings of initial escalation to both internal and external stakeholders and suppliers, via jeopardy management of ongoing incidents
• All decisions required during the life cycle of an incident relevant to the NMC
• Actions required to address potential areas of risk to service levels

Problem solving and planning
Type and nature of problems encountered in this role and the difficulty in solving them (routine, basic, complex, multi faceted, innovative):
The post holder is primarily responsible for the triage and management of incidents within Tier 1 of the NMC. These incidents can vary in complexity, from routine to complex incidents.

Time span for most of work eg weekly, monthly, annual, 3-5 years. Justification for having to genuinely think and plan that far in advance:
Primarily the post holder will be responding to network events and customer incidents on the Network and this will involve working in real time with consideration of the short term future, no further forward than a matter of days.

Typical examples of problem solving and planning within the role:
Jeopardy management of potentially complex incidents relevant to the NMC
Diagnostics in relation to incidents, relevant to the NMC
Escalation of incidents that cannot be progressed within Tier 1 Support to Tier 2 Support

Responsibilities for people
Responsibilities for staff - number and type and the reporting structure (including line manager and direct reports):
The role has no line management responsibility.

Need to know

Essential knowledge and specialist skills
Any essential qualifications (GCSE/A levels/degree/professional level)
• Educated to A Level standard (or equivalent), preferably in telecommunications
• Knowledge of a TETRA Network
• Experience of Tier 1 / 1st Line diagnostics and incident resolution within an NMC/NOC environment
• Experience of customer services within a Service Centre environment

Type and level of minimum experience required
The post holder will have worked in an NMC/NOC environment within the telecommunications industry and have experience of Tier 1/1st Line diagnostics and fault resolution. The post holder is also required to have experience of customer service within an NMC/NOC environment, preferably with experience of interacting with customers from the Emergency Services.

Desirable knowledge and skills
• ITIL Foundation
• A basic level understanding of radio networks
• A good understanding of Service Desk and NMC / NOC operations
• Excellent verbal and written communication skills
• Negotiation skills
• Analytical skills
• Fault diagnostic experience

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