JOB DESCRIPTION
Key Tasks:
Strategic input

Provide input into the Network Operations strategy
Develop the first line operational management strategy to achieve operational efficiencies and network uptimes
Develop the Network Operations Centre skills and capability development strategy
Keep updated with the latest international trends in network management and investigate the application of these in MTN

Operational Excellence

Develop and maintain a progressive SOC (Service Operations Center)
Implement and maintain processes that focus on Customer experience Management
Deploy and maintain effective governance for all aspects of Service Assurance
Maintain and ensure continuous improvement of Service Management policies and processes for Incident Management, Problem Management and Change Management
Implement Technical Service Transformation in MTN i.e. Single service management Policy and strategy to effect better customer experience.
Be Responsible and accountable for the operation and functioning of the Service Assurance department, i.e. manage and monitor network and services
Ensure the 24×7 monitoring and management of the network and services meets business requirements including addressing all alarms, tracking and management of trouble tickets
Ensure 1st level support for network and services
Ensure end-to-end performance and track/report on performance problems and improvements
Ensure the network availability is maintained at the highest possible levels
Manage development of framework for managing, tracking and reporting network performance against agreed service levels
Continuous improvement of the fault management process including procedures for addressing the majority of faults by the NOC, identifying appropriate and targeted escalation triggers and ongoing tracking and management of all faults to the point of resolution
Ensure effective Incident management. Communication and stakeholder management are key outputs of the incident process.
Continuously improve network change management procedures to ensure all network changes are carried out with the necessary approvals, scheduling, tracking and control
Implement an effective and efficient problem management process and related governance.
Implement and continuously improve support for wholesale customers, ensuring that the support is effective and efficient
Implement and continuously improve processes for SVMS support and collaboration.
Develop and implement processes for creating and provisioning new network elements and expansions with guidance from core network operations, transport network operations and service operations
Manage continuous improvement of dashboards in NOC and SOC
Ensure operations team is adequately skilled at all times.
Ensure the NOC and SOC provides skilled and precise support for integrating new network elements and upgrades with guidance from core network operations, transport network operations and service operations
Manage communication of design problems and provide input to design/planning /operations team
Ensure that company personnel adhere to policies and procedures
Ensure vendors are meeting their SLA with MTN
Negotiate, manage and maintain SLA’s with interconnect partners and other solution providers
Ensure systems are meeting SLA
Ensure NOC is provided support and escalation procedures per service
Effectively manage the new SMC facility including displays and all housekeeping activities
Continuously review and update best practice implementation for the network operations centre
Manage MTBF and MTTR as defined
Manage development of procedures for the rapid response and appropriate support for high value customers and efficient and effective support for all customers

Develop and continually improve effective troubleshooting procedures and practices

Manage of Service Level Agreements with corporate customers and transmission/ interconnect providers
Ensure operations/maintenance documentation is sufficiently detailed and up to date to ensure business continuity

Communication and co-ordination

Ensure the Service Assurance department provides a high level of co-operation and support for all network group departments
Provide a professional and effective interface between the network operations centre and customer operations
Interface with other areas of the MTN business both within and outside of the network group for effective customer support
Manage interface with external customers
Ensure real time and planned network performance information is communicated as necessary
Ensure timely and accurate delivery of Telkom performance reports and Stats

Financial Management

Forecast, plan, develop and review network Service Assurance budgets in line with MTN SA financial requirements
Ensure Service Assurance budgets are optimised
Manage Service Assurance expenditure in line with agreed budgets
Identify and eliminate non-contributory expenditure

Project Management

Develop and drive the execution of agreed projects
Drive the implementation, tracking, monitoring and compliance of Projects
Contract management in line with Procurement Policies
Co-ordinate project reporting
Ensure effective implementation of the integrated project management model
Risk management

Business Analysis

Perform Business Analysis MTN SA Business Analysis in line with the methodology and guidelines
Identify ways to fine tune policies, processes and systems in line with changing work practices
Determine, document, and review requirements for projects within the scope of the value stream or impacting processes and systems
Design, analyse and document workflow and make appropriate recommendations that will positively impact operational effectiveness
Identify Business Improvement and Optimisation opportunities that will result in improvement of process performance
Ensure that benchmarking is conducted with other companies and organizations within and outside the industry.
Construct business cases for initiations proposed by the business. Research and consider best practice, local conditions, trends, as well as competitor activity
Identify and implement innovative ways to use minimum resources to achieve maximum outputs

QUALIFICATIONS
Education :

Minimum of 4 year tertiary qualification in Electrical Engineering / Masters advantageous
Fluent in English

Experience:

Manager track record of 7 years or more with at least 5 years in in the Telecommunications Environment, including GSM experience and experience in managing a NOC and its staff.
Worked across diverse cultures and geographies advantageous