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Congo Congo

NOC Shift Supervisor

Technology / Software / Internet

Remotely support Nova's customers, providing telephone support, monitoring, performance management, fault management, change management and configuration management services to customers on a 24 hour/7 days a week basis. Some of the responsibilities include, but are not limited to: • Responding to customer’s problems within 15 minutes and repair incidents without escalation 80% of the time • Meeting or exceeding customer expectations for incident resolution and change SLAs • Tracking and staying on top of all open issues by call reference numbers • Working closely with partner technical support centers to repair incidents • Properly documenting all interaction with customers...