Job Description

Responsibilities:

Lead Technical Support Desk (IOC), and Service Delivery team to achieve operational excellence and customer satisfaction.

Network Service Assurance

• Ensuring network reliability, availability, compliance with customer service level agreements (SLA)
• Drive IOC to upskill to support Tier 1.5 incident management for connectivity, Managed Service and Cloud technology
• Ensure that operation management processes, policies, standards and procedures are properly implemented, enhanced, and maintained. This include training, incident reporting and resolution, problem management, KPI collection, performance reporting and trend analysis
• Coordinate, monitor and track all service assurance team tasks including incident management, repair and maintenance, closing incidents, preventive maintenance and resolution of customer issues
• Ensure customer expectations are met when networks are upgraded, modified or decommissioned. Work closely with passive and active network engineering, operations, product and sales team to ensure network reliability, customer satisfaction and organizational excellence
• Analyse, manage, and resolve all issues in a timely manner. Drive innovative solutions to ensure operational excellence, best in class customer service, and continual process improvement
• Responsible for all aspects of NOC staffing and operations including work scheduling, performance management, onboarding, training and development and certification
• Ensure that NOC personnel implement effective Incident Management processes to detect and resolve service outages and degradations as quickly as possible and return them to normal service levels
• Provide technical networking expertise & strong troubleshooting skills to the team and ensure that personnel possess and grow their technical skills to perform their roles
• Work closely with network engineers, product and other field engineers to ensure network integrity and reliability
• Ensure timely response to customer inquiries for assistance, coordinate potentially impacting maintenance or repairs with Customers
• Ensure all Trouble Tickets are appropriately entered and managed in accordance with program policies and processes
• Utilize metrics and trend analysis to reduce MTTR, improve network performance, and track Preventive Maintenance (PM) completions, aging tickets and service-affecting issues
• Maintain Operational Awareness and keep the management well informed regarding network issues including MTTR, PMs, personnel issues, SLA compliance, and required reporting, Large Scale Outages, and customer satisfaction issues
• Drive and support Continual Service Improvement
• Mentor Shift leaders

• This role has the core responsibility to ensure the successful delivery of services to our customers.
• Responsible for all aspects of service delivery to the customer by ensuring resources are available, well-coordinated and services are delivered on-time and according to specifications while being cognizant of the customer\xe2\x80\x99s requirements
• Manage all stakeholders and their expectations throughout the service delivery lifecycle. Keep company stakeholders and the customer abreast of progress in the various projects
• Responsible to follow up on escalations and take necessary actions whenever required to meet/exceed expectations
• Work closely with other SPTel teams to ensure successful delivery of the various customer projects
• Develop the necessary processes required for successful service delivery and ensuring service level agreements are met or exceeded
• Effective communication with customers and internal teams to manage service delivery activities
• Building relationships with customers to facilitate the service delivery process
• Proper hand-over to operations upon delivery completion

• The candidate must be a degree holder in Electrical Engineering or equivalent.
• Minimum 10 years\xe2\x80\x99 experience in ICT including 5 years prior network operations, field operations centre, or relevant experience
• Extensive technical knowledge of info-communications network.
• Skilled in Network Management Systems and Fault Management Systems
• Skilled in security incident and event management tools/systems
• Skilled in managing customer and network and security trouble ticketing
• Minimum 5 years\xe2\x80\x99 managerial experience for teams of 10 or more technical people