NOC Operations Executive

Pakistan Facilities Management Pvt Ltd

Islamabad , Pakistan

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Posted 9 hours ago 9 views Report Job

PKR. 70,000 - 70,000/Month

The NOC Operations Executive at Pakistan Facilities Management Pvt Ltd plays a pivotal role in maintaining seamless network operations and client satisfaction within the organization. This position requires managing client complaints, service requests, and the entire ticketing lifecycle to ensure timely resolution and adherence to service level agreements. The executive monitors performance metrics and escalates issues promptly to maintain high service standards, supporting multiple integrated facility management projects. This role also involves preparing insightful operational and management reports to aid decision-making and continuous improvement. In addition to overseeing the technical operations of the network operations center, the NOC Operations Executive leads a team of three personnel, ensuring effective coordination and communication across site teams, supervisors, and vendors. The role demands strong analytical skills, proficiency in advanced Microsoft Excel, and expertise with ticket management systems. By driving SLA and KPI compliance, this position contributes to excellent client engagement and operational efficiency, fostering collaborative relationships and problem-solving within a dynamic work environment.
Responsibilities

Receive, register, and track client complaints and service requests promptly and accurately.
Generate, update, and manage tickets within the NOC systems to ensure transparent issue tracking.
Coordinate closely with site teams, supervisors, and vendors to facilitate timely resolution of incidents.
Monitor service level agreements and key performance indicators, ensuring compliance and reporting variances.
Prepare detailed operational and management reports for leadership review and client submissions.
Escalate critical and unresolved issues to appropriate stakeholders for rapid resolution.
Maintain comprehensive and accurate records, documentation, and logs associated with all incidents and service requests.
Support the submission of KPIs and client reporting requirements with precision and timeliness.
Lead and mentor a team of three persons, fostering a collaborative and productive work environment.
Analyze performance data and operational trends to recommend process improvements and optimize service delivery.
Facilitate effective communication between clients and operational teams to enhance customer satisfaction.
Manage vendor coordination to ensure service quality and adherence to contractual obligations.