Job Description

ROLE PURPOSE

OUR CLIENT REQUIRES A TECHNICAL OPERATIONS MANAGER TO WORK WITHIN THE OPERATIONS FAULT MANAGEMENT SERVICES (NOC) 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 3rd party coordination.
• Scheduling of all staff working within the service and support management environment.
• Drive continuous operations changes to adapt to NOC environment, ADDRESS non-conformance of NOC 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 SOPs
• Taking the lead in staff performance

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 AND EXPERIENCE

• Bachelors degree in information technology, business management, or telecommunications related qualification.
• ITIL v2 and v3 at Foundation Level
• 5/6 years of experience in an incident/event management environment (Essential)
• 4/5 years of experience in reporting of monitored services (Essential)
• Expert understanding with ARS fault management system (Essential)
• Experience in SLA management (Advantageous)
• High level of IT knowledge and experience (Advantageous)
• Cellular infrastructure knowledge (Advantageous)

LEADERSHIP COMPETENCY REQUIREMENT

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

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