Manager, NOC Remote Monitoring System (South)

Job PurposeThe RMS Manager is responsible for overseeing the smooth operation and reliability of the Remote Monitoring System (RMS). This role entails leading a team of RMS analysts, conducting daily checks, validating incident resolution, and driving root cause analysis to ensure the system's integrity and functionality. The RMS Manager must possess strong leadership skills, a deep understanding of monitoring systems, and a proactive approach to problem-solving.ResponsibilitiesLead and manage a team of RMS analysts, providing guidance, coaching, and support to foster a high-performing and cohesive team environment.Monitor key performance indicators (KPIs) and metrics to track progress, evaluate performance, and make data-driven decisions to achieve departmental targets.Oversee the daily sanity checks of the RMS, ensuring timely detection and resolution of errors or abnormalities in system performance or data.Review system alerts and reports to maintain the accuracy and reliability of data, implementing enhancements as needed to optimize system performance.Monitor the progress of assigned incidents, providing guidance and support to facilitate timely resolution and minimize operational disruptions.Validate the resolution of incidents and problems within the RMS, ensuring that reported issues are effectively addressed and resolved to meet quality standards.Collaborate closely with cross-functional teams to develop and implement corrective and preventive actions based on RCA findings, fostering collaboration and knowledge sharing.Drive a culture of continuous improvement within the RMS team, encouraging creativity, initiative, and proactive problem-solving.Manage relationships with RMS vendors, including oversight of vendor performance, and resolution of any issues or concerns.Collaborate with vendors to ensure the effective delivery of services, adherence to contractual obligations, and alignment with organizational requirements.Reconcile and produce monthly system Key Performance Indicators (KPIs), ensuring accuracy and completeness of data.Perform other tasks and duties as assigned by the line manager.