Job Description

Summary and primary objectives, scope of work deliverables and activities


Our client requires a technical operations manager to work within the operations fault management services (asoc) environment, dealing with all incidents/ events /tasks as well as any tactical changes relating to network management centre applications and infrastructure (telecommunications)


The Operations Manager is responsible for the following:

Ensuring that the team is managing and coordinating all client incidents, events, tasks and work orders for division, ownership. Implementing conformance plans and conducting weekly operations meetings with all necessary stakeholders and engagement points. Implement service level areas and agree on internal operational level indicators. Ensuring Timeous handover of tasks to the resolving parties including third party coordination. Scheduling of all staff working within the service and support management environment. Drive continuous operations changes to adapt to ASOC environment, address non-conformance of processes. Complete all daily, weekly, and monthly dashboard reporting. Continually improve ITIL processes (i.e., Change, Incident, and Problem) and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor, manage and improve the efficiency of fault management services. Management Reporting and Presentations. Facilitate coordination and communication between support functions. Ensure adherence to established rules, regulations, and procedures. Ensure monthly operational milestones are communicated to all stakeholders. Implement and maintain Standard Operating Procedures. Taking the lead in staff performance management.


KEY INDICATORS


The Operations Leader must review the following:

Control all master Incidents and ensure correlation. Track Incidents logged ownership.
Task allocation Manage problems or Escalations of service. Manage changes to environment that could hinder service. Mean to time to log (MTTL), Mean time to dispatch (MTTD) Mean time to close (MTTC).

Qualifications & Education Requirements

Matric Undergraduate degree or equivalent in information technology, business management, or telecommunications related qualification. ITIL Foundation - Certification

Experience Required

5 to 7 years of experience in an incident/event management environment Expert understanding with fault management systems Experience in SLA management Prominent level of IT knowledge and experience Cellular infrastructure knowledge (Advantageous)

Knowledge and Skills Required

Ability to think and interact logically. A natural curiosity The ability to work in a team and to be initiative-taking around self-learning. The ability to work under pressure and to tight deadlines. Willingness to assist with additional tasks given to the team. People skills Good judgment skills Effective communication skills Behavioural traits such as attitude, motivation, and time management Be prepared to coordinate operational rosters, standby and overtime.

Special Requirements

Most important, be prepared to perform, standby and overtime. Must be prepared to work outside of "working hours." * Must be able to report to different reporting lines simultaneously.