Manager: Network Operations at Liquid Intelligent Technologies

ROLE PURPOSE
Responsible for the operational management of Network Operations and the staff compliment of a specific sub-department within the Network Operations Centre, including, but not limited to all the associated technologies, providing a service that seamlessly integrates to the entire business unit and the overall Network.
This position is responsible for driving the MTTR and MTTI performance in Network Operations Centre with the overall responsibility for the support functions provided to the Field Operations teams.

DELIVERABLES

NETWORK OPERATIONS (PREVENTATIVE, REACTIVE & CORRECTIVE)

• Oversees the operational management of Network Operations Centre functions in LIT SA, engaging with Team Leaders and Senior Specialists to ensure proper monitoring and management of the network facility environment.
• Manage scheduled and unscheduled downtime to minimise impact on customers.  Ensure fault management, diagnostics, and resolution and manage incident escalation resolution.
• Review Root Cause Analysis for all Major Events on the Network and ensure systems are in place to mitigate reoccurrence.
• Communicate with various stakeholders on the progress of repairs of major events. 
• Manage and ensure compliance to all maintenance programs.
• Facilitate, monitor, and manage cross functional activities and processes.
• Manages issues and risks raised against all Service Operational Regional Projects.  Conduct regular meetings with relevant stakeholders
• Effectively deal with customer escalations and complaints. 
• Ensure improved network monitoring and escalation management. 

NETWORK FACILITY MANAGEMENT

• Manage resource availability for the supervision and management of network facility events.  Oversee all projects executed by the Network Operations teams.
• Provide progress reports to stakeholders on project progress.
• Ensure performance requirements of network facility monitoring are met to ensure faults are attended to and restored in the shortest possible time.
• Manage the performance of the outsourced facility partners.
• Manage the effectiveness and performance of the network facility monitoring tools.
• Consult with senior management and review proposals to determine goals, time frame, funding and procedures for accomplishing projects.

MANAGEMENT OF BUSINESS UNIT

• Manage sub-departments, internal and external stakeholders to meet company operational goals and objectives.
• Proactive notification and updates of service failures to respective stakeholders in order inform all impacted customers.
• Ensure efficient use of various ERP tools used by the organization to support functional analysis and reporting.
• Develop, implement, document, and enforce applicable procedures to deliver a unified service within the department.
• Review and report on all non-conformance issues. 
• Ensure regional delivery of scorecard objectives.
• Effectively manage vendors and contractors to comply and align with various 3rd Party and customer SLAs. 
• Manage corporate governance, training and development, and administration. 
• Assist and support to create, review and revise service assurance processes to maintain compliance. 
• Managed and report on ISP & OSP environments resolution efficiencies. 

RISK

• Manage Occupational Health, Safety and Environmental programs within area of responsibility.  Support programmes and processes for various ISO accreditations.  Oversee issues and risks raised against all operational projects. 
• Interact with internal and external stakeholder to implement plans to reduce risks.
• Support the company’s business continuity management plans. 

TEAM MANAGEMENT

• Monitor and report on staff costs to ensure they meet requirements set out in policy as well as those directed to meet organizational objectives. 
• Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives. 
• Update and implement shift rosters to ensure 24X7 operations are fully staffed and maintained.
• Manage corporate governance, training and development, administration, appointments and staffing, performance management, career and succession planning. 

FINANCIAL MANAGEMENT

• Assist with business cases for various revenue generating projects. 
• Manage the movement and capitalization of assets within areas of responsibility as well as OPEX and CAPEX budgets.

Accountable for:

• Preventative, Reactive and Corrective maintenance ISP/OSP of the sub-department
• Contractor performance for OSP/ISP contractors/vendors active in the sub-department
• Reporting of the operations budget within area of responsibility
• 1st line escalations related to sub-department activities
• Project deliverables
• Development of plans, staffing, scheduling, risks, contingency plans and allocation of resources
• Network Availability Management to meet customer SLA targets
• Incident resolution within Service Level Agreements
• Operations processes and procedures

Requirements

• B.Degree/similar technical qualification or relevant technical experience in Operations
• ITIL V3 Foundation / Cisco or similar certification advantageous
• 5-8 years' technical experience in Telecommunications with at least 3-5 years' leadership experience