NOC Manager

About Nonius

Nonius provides the most complete Guest Technology solutions portfolio for a contactless Digital Guest Journey. All solutions are built in-house allowing highly integrated and competitive offers. Our technology solutions serve more than 536,420 rooms worldwide – in Hotels of the most renowned international chains and several of the most emblematic and recognized independent hotels.We also bring hospitality technology to other markets such as Outdoor, Apartments, Co-living, Healthcare, Maritime and other Sport and Leisure facilities. 
 
Job description/ responsibilities

We are looking for a NOC Manager to be part of our team. You will be part of the Customer Services team.

This position is based in the city of Maia in Portugal.

Responsibilities

• Responsibility for the monthly fulfillment of the SLAs of the active support contracts;
• Responsibility for ensuring 24/7/365 support and service shifts;
• Responsibility to Manage specific SLAs contracts for assigned Strategic Clients;
• Responsibility for the compliance with the process and Work Instructions in the Customer Support area by the team
• Plan and Manage shift schedules for the Customer Support team;
• Prioritise and distribute tasks to the Customer Support team;
• Coordinate field interventions within the scope of Customer Support;
• Coordinate preventive maintenance activities;
• Management of customer dissatisfaction situations within the scope of Customer Support;
• Co-management of the Customer Support team (Monitoring of individual KPIs, Weekly individual meeting, giving feedback on individual performance and proposing improvement actions);
• Co-coordinate and execute the Onboarding of new Customer Support Team members in the scope of Nonius solutions;
• Identify recurring problems in customers with Nonius solutions that generate repetitive tasks / tickets;
• Identify and propose improvements to the process and Work Instructions in the Customer Support area with an impact on customer satisfaction and productivity / team satisfaction;
• Co-execution the area monthly report from the Customer Support and co-present it at Customer Service Department monthly meeting.

Must Have

• Technical degree in IT and/or network;
• Previous experience in managing support desk teams/shifts;
• Technical experience with networking and Internet technologies;
• Good Communication skills;
• Fluent in English – spoken and written (Mandatory);
• Availability to work in shifts and weekends;
• You must be a passionate technical, a great team player and have a strong sense of work ethics, responsibility and commitment.

Nice to have

• ITIL certification;
• IT certifications [MCSE, CCNA, etc];
• Experience with network equipment: routers, switches, access points, ip telephony;
• Experience with TV systems, Coax, OTT, IPTV;
• Basic knowledge of network protocols;
• Scripting languages (bash and other CLI).

What's great in the job?

• Great team of smart people, in a friendly and open culture;
• Real responsibilities and autonomy;
• Expand your knowledge of various countries and regions;
• Great career opportunity in a fast-evolving Technology company;
• Contribute to the greater experience of millions of Travellers around the World!

Please send us your CV to  networksupport_manager@xeniam.odoo.com.