Nocc Deputy Manager

Position : NOCC Deputy Manager

**Location : Sydney**

**Tenure : 6 Months**

**Role Purpose**

The NOCC Deputy Manager (2IC to NOCC Manager) will Support the NOCC Manager in providing direction and leadership to the Network Operations & Control Centre (NOCC) operational activities for the Public Safety Network (PSN) to meet contractual responses and SLA requirements.

In addition to deputising for the NOCC Manager when required, the NOCC Deputy Manager will have specific responsibility for managing the Duty Manager team, as well as Jeopardy management of open cases, operational oversight of live change cases and maintaining the integrity of all the Managed Public Safety Network (PSN) services, working with the broader Critical Comms team to provide the highest network availability possible at all times.

Primary Responsibilities / Duties
- Coach, develop and manage a team of Duty Managers and NOCC Operators
- Incident & Emergency Management. (End to End)
- Jeopardy Management (Driving fault resolution to meet Service Levels)
- Directly liaise with Emergency Service Organisation (ESO’s) and Agency customers as required to resolve any faults or issues.
- Escalation and Emergency Contact duties.
- Authority to make decisions in relation to all Critical, Major, Emergency type Incidents and Events.
- People Management functions. (Training, My Plans, reviews of performance, uplifting and guiding operators in best practice )
- Operational customer meetings - Presenting reports (WORM, PIR, Special events). Ensure that actions resulting from such meetings are carried out effectively and within agreed timescales.
- Roster Management
- Managing Third Party vendor and supplier relationships and governance
- Management of Incident, Problem and Change Management cases.
- Provide Post Incident Review (PIR) information and reports as required.
- Provide and execute Continuous Improvement initiatives.
- Support all Business Continuity Plan (BCP) Requirements as required and directed, including travelling to alternate DR sites and working from home.
- Operations Acceptance for NOCC services (New sites, Upgrades, New products, and services)

**Technical Skills Required Proficiency Level Required**

Post-qualification experience in an operational or technical environment with

experience of IT/ Telecommunications / NOC Network Management/ P25

Radio Advanced (Must be able to Coach Others)

Ability to articulate a firm direction together with proven skills in vision,

imagination and strong leadership. Able to stimulate and motivate a team Advanced (Must be able to Coach Others)

Aptitude and willingness to spend time with customers on a regular basis and

to communicate effectively at all levels within the customer organisation Advanced (Must be able to Coach Others)

Telecommunications: Technical Proficiency Advanced (Must be able to Coach Others)

Ability to analyse complex data Advanced (Must be able to Coach Others)

Incident Management Advanced (Must be able to Coach Others)

Leadership Management Advanced (Must be able to Coach Others)

**Preferable Knowledge and Experience**
- 5+ years’ experience in a Leadership role Telco or IT Operations Role.
- 5 + years’ experience working with IT Service Principles and frame works including ITIL, process tools (Service Now) and best practice methods.
- Strong Leadership skills to drive internal stakeholders with the ability to work unsupervised and see tasks through to completion without regular follow up.
- Proven ability to develop and mature Incident Management and Problem Management processes to reduce repeat faults, reduce fault numbers and reduce Incident MTTR.
- Experience of ISO27001 is desirable

**Professional Requirements**
- Demonstrated history of successfully leading teams.
- Excellent skills in developing process and procedures for Client and In-House teams.
- Excellent oral communication skills, writing and presentation skills.
- Ability to interact with customer and service beneficiaries in a professional and articulate manner.
- Building and maintain relationships at all levels.
- Ability to work under pressure and manage multiple priorities.
- Self-Motivated

Ability to work independently as well as in a team environment.

**Job Type**: Contract

**Salary**: $450.00 - $500.00 per day

Schedule:

- 8 hour shift

Work Authorisation:

- Australia (preferred)

Ability to Commute:

- Sydney NSW (required)

Ability to Relocate:

- Sydney NSW: Relocate before starting work (required)