KEY RESPONSIBILITIES:
The incumbent is responsible to improve the operational efficiency which includes but not limited to the following:
- Implementation of systems in line with the business of the company,
- Handover of these systems to the team for effective managing and monitoring,
- Monitoring of these systems and keeping up to date with the technologies.
- Provide support systems in order to maintain and improve Service Level Agreements.
- Accelerate network rollout, increase network uptime, optimize network capacity.
- Design and formulate reports to measure the efficiency of the team with in the Service Level Agreements.
- Attending meetings with stakeholders and clients to facilitate requirements for effective service delivery.
- Improve efficiencies in order to improve customer experience and service delivery.
- Providing internal work flow between departments.
- Maintain an extensive network of internal and external contacts.
- Focus on providing guidance and training to the agents to perform effective and efficient.
CORE RESPONSIBILITIES:
· Provide staff with direction and motivation ensuring that they are fully aware of the current and future challenges within the department.
· Build and manage a high performance team by providing leadership, role clarity, training and career development.
· Ensure open communication channels with staff and implement change management interventions where necessary.
· Provide definition of roles, responsibilities individual goals and performance objectives for the team.
· Set KPIs and provide regular performance feedback through a well defined and implemented performance review program within the business unit.
· Keep up to date on all product, system, industry and legislative changes.
· Knowledge of radio, telemetry, mobile, wireless, and Critical Communication products and solutions in South African and African markets
· Knowledge of Multi-vendor / OEM network suppliers
· Knowledge of Managed Service providers
· Specialists in engineering and Operational Support environment
· Characterised by high levels of operational pressure and deadlines
· Customer demand and expectation
Educational Qualifications:
· Relevant Diploma, Degree or equivalent
· Telecoms training – specifically Communication systems
Professional Qualifications:
- Extensive knowledge of the technology landscape Locally and Internationally
- In-depth understanding of business rival and competitor products
- Knowledge and understanding of contract management.
- Extensive knowledge and understanding of SLA and Incident management.
- Vendor and Service Management
- Knowledge and understanding of Critical Communication, radio, transmission, IP and IT systems
Years of Experience:
· Min 5 years’ experience in technology – specifically working in ICT sector.
· Experience in implementing and managing Radio, Transmission, Mobile, Wireless, IT and Broadband networks (User Acceptance, Handover, Provisioning, NOC, Support staff, Field Force, Back office, T2/3 support, Optimization, Spare Part, capacity management, change management, management reporting, customer reporting, customized solution support, Customer support, Call centre, SOC, configuration, licensing, software support)
· Knowledge and understanding of Multivendor Solutions and Multi-vendor Managed Service Support Functions
· Proven track record in developing, defining and implementing of implementation, Integration and Operational Support Systems
· Experience in providing technical support and training for technical clients.
· Experience in contract management (compiling and managing Service Level Agreements to vendors and Customers
Other requirements:
- Provide mentorship and direction to implementation and support teams,
- Ensure SLAs are implemented, accurately measured, met and improved.
- Improve the implementation, integration and operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational support planning.
- Acceptance of equipment from Build, Engineering, contractor and managed service suppliers
- Perform Reactive and Preventative Maintenance activities as per the contract agreements and Service Level Agreements
- Manage Sub-Contractors, OEM and Managed services suppliers within SLA’s.
- Manage and Improve internal and external change management system, processes and implementation disciplines
- Manage and increase the effectiveness and efficiency of support services through improvements to each function as well as coordination and communication between support and business functions.
- Managing of Customer Fulfilment and Assurance Processes with the aim to satisfy customer expectation.
- Implement strategies to improve efficiency end departmental effectiveness.
- Reports such as Project, Network, SLA performance, staff management, travel, S&T and any other report required by the business or client.
- Monitor and manage SHEQ compliance.
- Determining the necessary personnel and activity required to meet or exceed customer expectations.
- Suggests alternative technical solutions to meet client requirements more efficiently, and/or with greater reusability, and / or sustainability
Behavioural Competencies:
· Extensive knowledge of the technology landscape Locally and Internationally
· In-depth understanding of business rival and competitor products
· Knowledge and understanding of contract management
· Extensive knowledge and understanding of SLA and Incident management
· Vendor and Service Management
· Knowledge and understanding of Critical Communication, radio, transmission, IP and IT systems
Job Type: Permanent
Education:
Experience:
- technology – specifically working in ICT sector.: 5 years (Required)
Expected Start Date: 2024/10/01
