Job Description

Role Purpose To be responsible for the operational management of field operations and the staff compliment of a specific sub-department within the Region, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network. This position is responsible for the operational management and driving of the MTTR and MTTI performance in the Remedial, Preventative maintenance and the Provisioning of new services. To be responsible for the operational management of the network availability and support functions provided by the field operations teams. Role Description Oversees, within their area of responsibility, the operational management of preventative, reactive and corrective maintenance on the LTSA Network and Customer Managed Services networks (inclusive of IP, Voice, Transport, Facilities, Optic Fibre Infrastructure and Managed Services).Engage with Assistant Managers and Senior Specialists to ensure field resolution and compliance with SLAs.Manage scheduled and unscheduled downtime to minimise impact on customers. Ensure fault management, diagnostics and resolution to meet Liquid Telecom requirements.

Manage incident escalation resolution matrix by operating in a manager capacity within the escalation matrix to ensure that correct decisions are made and in the interest of the client and LTSA network. Manage the spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures. Review Root Cause Analysis for all Major Events on the Network and ensure systems put in place to prevent or mitigate its reoccurrence. Communicate with various stakeholders on the progress of repairs or maintenance to track progress against required LTSA standard and/or SLAs

.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 (Internal & external stakeholders). Effectively deal with customer escalations and complaints.

Manage resource availability for the supervision and provisioning of new services to enterprise and managed services customers. Oversee all projects executed by the field operations teams under their control. Provide progress reports to stakeholders on project progress. Ensure performance requirements of new services are met to ensure revenue and customer satisfaction. Manage operational teams to ensure quality of installations at customer premises.

Manage construction in the road reserves and ensure adherence to standards and quality. Assist with the evaluation of incoming and outgoing xe2x80x9cRight of Wayxe2x80x9d approvals. Manage project kick-off meetings. Effectively deal with customer escalations and complaints. Manage the equipment preparation and configuration of new services. Oversee the recovery of equipment (customer cancellations). Manage the deployment of last mile fibre installation projects. Consult with senior management and review proposals to determine goals, time frame, funding limitations and procedures for accomplishing the project/task. Oversee OSP build contractor performance.

Oversee and support Project Managers with planning and execution of projects under their control. Responsible for control of various projects and ensures that project goals are accomplished in line with business objectives, within budget and time frame. Adherence to project management methodology (Prince2) and suggested improvements.

Management of the sub-departments, internal and external stakeholders to meet company operational goals and objectives. Proactive notification and updates of service failures to be sent timeously 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 report on all non-conformance issues.

Reporting progress at regular intervals to senior management. Ensure regional delivery of scorecard objectives. Achieve business objectives by ensuring performance management amongst teams. Effectively manage vendors and contractors to comply and align with various 3rd Party and customer SLAs.Manage discipline, 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. Manage Occupational Health, Safety and Environmental programs within area of responsibility

Support programmes and processes to support various ISO accreditation. Oversee issues and risks raised against all operational projects. Interact with internal and external stakeholder to implement plans to reduce the risks associated with vandalism and theft of company assets. Support the companyxe2x80x99s business continuity management plans for sub-departments area of responsibility.

Monitor and report on costs associated with staff such as overtime, allowances, leave and training, 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.

Manage staff in sub-department to achieve the objectives in line with the operating plan and company strategy. Update and implement the shift rosters, to ensure 24X7 operations are fully staffed and maintained with competent individuals. Manage discipline, corporate governance, training and development, administration, appointments and staffing, performance management, career and succession planning.

Assist with business cases for various Revenue generating projects. Manage the movement and capitalization of LTSA assets with in are of responsibility. Manage OPEX and CAPEX budgets within area of responsibility.1st line approval for OPEX and CAPEX technical motivations. Initiate the recovery of funds associated to 3rd party damages on the LTSA network

B-Degree(NQF7) similar technical qualification or relevant technical experience in Operations: Essential ITIL V3 Foundation: Desirable

Cisco or similar certification: Desirable

5-8 years ICT environment : Essential

5-8 years Telecommunications environment: Essential

5-8 years Technical experience and relevant technical certification: Essential

3-5 years Management experience (junior): Essential

The candidate must be fluent in isiXhosa.

The candidate must be familiar with the area

All Appointments are subject to the Labour Legislation in the respective country.