Responsibilities 

• Facilitate Shift handover with TD’s (Technical Despatcher) and GD’s (Generator Despatcher) 
• Ensure that an official handover on mail is provided from the outgoing TD and GD to the Incoming TD and GD as per prescribed process
• Ensure all Dispatch Agents are logged into HiPath for the duration of their shift and report on a weekly/monthly basis on the performance of each agent.
• Monitor Incoming queues – Mails & Calls must be attended to timeously.
• Responsible for Incident Management within the Dispatch NOC.
• Monitor the ageing of all tasks that the dispatch NOC are responsible for and ensure regular follow-ups are done with the TD’s and GD’s to fast track the resolution.
• Responsible for ensuring MTTD (Mean time to Despatch) is achieved by the Technical Dispatchers and take the necessary action
• Drive VTTR (Vendor time to respond) with Dispatch Agents and Operational team to ensure 95% SLA achievement.
• Analyse site topology and advise team(s) on core sites that will create priority impact.
• Manage sites that fail immediately and report as these sites impact ability to manage R1/R2 timeously, thus proactive management is required.
• Remote resolve transmission faults were feasible and escalate to Transmission Specialist.
• Responsible for ensuring all tasks intended for the Field Team are followed up on E2E (Enterprise to Enterprise) where no updates are received from the FT’s.
• Notify and escalate major incidents (P1’s/P2’s) as per the fault handling and escalations procedures.
• Responsible for driving progress on P3 – P5 faults that are assigned to a Technical Dispatcher or Field Technician.
• Pro-actively escalating issues to Regional Managers and Vodacom FFO on standby.
• Escalate shortage of resources and generators to SPOCs (Single Person of Contact) and Regional Managers.
• Pro-actively interact and engage with Operational Management to understand areas of improvement and ensure that turn-around times are shortened to continuously improve customer satisfaction.
• Enform Dispatch processes during shifts.
• Performing monthly sample audits to ensure process is being followed.
• Report weekly/monthly on utilization and performance.
• Maintain an up-to-date generator deployment report during shifts.

Skills and Experience required 

• Bachelor’s degree in Information Technology / Electrical Engineering or a Diploma in the related field.
• (National Certificates N4-N6)
• Minimum of 3 – 4 years’ experience in the Telecommunications industry
• Minimum of 2 years’ experience in management.
• Knowledge and understanding of systems, e.g. U2020/IoT Commander/Nokia SAM/Huawei/GERM/Galooli and their integration.
• Ability to work in a high-pressure, deadline-driven environment
• Exceptional communication and reporting skills
• Solid working knowledge in a NOC / SOC environment
• Outstanding leadership skills and ability to delegate responsibilities effectively