Job Description

PURPOSE

The main purpose of this role is maintaining the core infrastructure of the existing network. The Regional Network Owner is responsible for the integration and execution of the regional network transformation operations strategy and business plan that will enable innovative current and future infrastructure in the regions. Manage engineering build and field operations with a strong focus on the efficiency and reliability of the core and access network including all cable infrastructure. Implement and manage effective fulfillment and assurance processes to create and maintain a positive customer experience.

FINANCIAL

Ensure that technical aspects of projects are completed within the established budget and aligned with operational processes Manage contractor efficiencies and costs in line with maintenance budget, ensuring maintenance contractors invoicing is 100% accurate before submission to finance Effective resource management (time, tangible or material) to reduce cost/ financial impact in delivering output in the role

CUSTOMER

Network quality and ticket management

Ensure network maintenance issues are resolved within SLA/ 48 hours, ensuring quality of work done on the network is maintained at all times Dealing with tickets and escalations effectively in order to foster an excellent customer experience

Effective stakeholder management

Build long term relationships with key regulatory stakeholders Improve brand awareness and positive customer experience Daily Inspections on uniforms and PPE Distribute execution responsibilities to effectively leverage regional operations team Effective management of key business processes outsourced to contractors to ensure customer satisfaction Efficiency and stringent adherence on the fault repair process Quick turnaround time to investigate and restore clients' service. Average MTTR Statistics Maintain and enhance customer relationships and provide continuous feedback to customers. Case breaches where Maintenance updated and attended to the cases Conduct complex negotiations with internal and external stakeholders and suppliers, ensuring customer satisfaction Team equipment and material checklists are recorded, identified and escalate shortcomings to the relevant stakeholders Extraction of information from systems to correlate and present data to EXCO

People Management

Manage the performance, productivity development and well-being of the team/s Establish a conducive work environment Ensure leadership and performance that are aligned with the culture and values Manage the contractors on maintenance in the region

BUSINESS PROCESS IMPROVEMENT

Project Management

Accountable for infrastructure deployment and fault resolution Overall project quality and accuracy Accountable for the management of network engineering and build ensuring a reliable network Accountable for the management of network operations, ensuring operational efficiency and reliability of the technology Ensuring that the core network is efficiently maintained and kept up to ZF specification, this would include the use of all available monitoring software Introducing new technologies and software to streamline processes Introducing new systems that are more positively responsive, thereby ensuring that efficiencies are created, leaving more time to focus on development of the network Ensuring strict adherence to all SLAs

Accurate reporting and documentation

Report back to the Head of Maintenance on repairs and issues on all work done daily Monitor the progress of case resolutions within the region All reports and activities on the network to be reported regardless of its extent of damage Monthly regional EXCO reports to be timeously submitted to management for assessing and review. 100% accuracy in reporting Breached cases report - Plan of action accompanied with the rectification process QContact daily extractions

LEARNING AND DEVELOPMENT

Stay abreast of all industry and role related updates, developments etc. to ensure role efficiency, including team management and operational efficiencies Learning and navigating through new systems and discovery of metrics that can be used as means for EXCO reports Adapts well to new situations, unusual demands, emergencies, or critical incidents Learning about Zoom's current & new products Accepts criticism, is open to new ideas, and handles conflict constructively and diplomatically Responds to change with a genuine desire to do what it takes to get the job done, regardless of the need to adjust. Employee accepts the change and is instrumental in seeing that the change is perceived positively by others and is carried out in a way that improves the overall operation of the department

Qualification & Experience

National Senior Certificate is essential National Diploma in Project Management or a related qualification is essential At least 3 years' experience in the telecommunications industry in a supervisory or team leadership role Minimum of 3 years' experience as a Network Owner Valid Driver's License is essential Strong knowledge of contract and SLA management Proficiency in CRM software * Experience in reporting and data analysis