NOCC Operator

at  BAI Communications

ABOUT THE ROLE

The NOC Operator is the primary point of contact for customers of the Managed Public Safety Network (PSN) services when there is a service disruption, service request or a request for change.
Monitor and maintain the integrity of all the Managed Public Safety Network (PSN) services managed by BAI Critical Communications. The NOCC Operator will manage the multi-agency user wide area Public Safety Network from the NOCC and respond to alarms and communicate with the field teams and customers to manage effectively and efficiently Service Level Agreements (SLAs).
This role is located in the eastern suburbs of Sydney.
This is a 12-hour shift role (6.30-6.30) on a 2/ rotating roster 4 on/4 off)This is a 12-hour shift role (6.30-6.30) on a 2/ rotating roster 4 on/4 off)

KEY RESPONSIBILITIES WILL INCLUDE:

• Alarm monitoring and surveillance of the Public Safety Network in a 24/7 NOCC Environment
• Responsible for Operations and Maintenance of all the Network associated services and systems
• Effective management of all Incident, Problem and Change Management cases
• Proactive Event Management and Incident response to prevent Service Availability Interruptions.
• Directly liaise with Emergency Service Organisation (ESO’s) and Agency customers as required to resolve any faults or issues.
• Analyse incidents / problems, provide or facilitate efficient and effective solutions for restoration within SLAs
• Escalate promptly Service Availability faults or hazards as required to on-call Duty Manager.
• Manage all service outages and faults with relevant vendors/third parties
• Ensure Customer Dashboard notices and communications are always kept up to date.