NOC Manager

Maia, Portugal

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!
Our Product

Know about

What We Offer 

Perks

A full-time position
Attractive salary package.

Trainings

5 days / year, including
1 of your choice.

Health

Health insurance provided to all employees.

Eat & Drink

Office with Staff kitchen with free beverages (coffee, tea, …).