Job Description

Manager, Ops Excellence

• Lead a team to establish new and review existing processes, driving changes to optimise business processes. One of the key areas of focus will be to drive the transition of the Network Operation Centre (NOC)
• Identify and implement necessary operational changes and delivering measurable operational and service improvements. E.g. Customer Experience, postmortem analysis and KPI Improvement Initiatives.
• Identify opportunities for automation to improve operational efficiency
• Work on trouble ticket audit, automate dashboards and reports which involves data-collection, data analytics, problem solving and metric reporting.
• Work collaboratively across all departments within Networks to ensure that process outcomes are aligned to the organization strategic goals.
• Define, review and update service management policies, processes and methodologies.
• Provide independent and objective assessments for process compliance and project governance.
• Conduct trainings for new processes.
• Prepare weekly and monthly reports for the top management.
• Maintain Network Incident Management Framework
• Any other tasks and projects as assigned by the superior

• Degree in Business, Computer Science, Computer Engineering or Information Technology
• At least 5 years experience in Telecommunications or Network/IT Industry.
• Experience in using trouble ticketing systems eg. Remedy, ServiceNow and others
• Experience in driving process transformation and automation
• ITIL Intermediate Level.
• Project Managemeent Certification (PMP, PRINCE) will be a plus
• Knowledge of Lean Six Sigma will be an advanatge
• Knowledge on mobile and transmission technologies would be an advantage.
• Proficient in Tableau and Microsoft office programs including Teams, SharePoint, Excel, Word, and PowerPoint.
• Strong leadership, experince in people management is required.
• Ability to work independently with minimum supervision and able to adapt to a dynamic environment.
• Excellent interpersonal relations, teamwork and collaboration skills and proven ability to communicate with people at different levels
• Excellent written and verbal communication skills
• Strong presentation and facilitation skills
• Proven analytical and problem-solving skills