Lead It Operations Management

3 days ago

Pretoria, Gauteng, South Africa Cochrane Global Full time

At the heart of MTN South Africa is the Network that provides connectivity to various segments using a multitude of technologies. It is therefore essential to stay consistently competitive and consistently ahead of the game.

The Network Quality Management (NQM) role will aim to ensure that the Network deployed by MTN is fit for purpose, consistent, and meets both external and internal customer requirements. With the primary focus being enhancement to customer experience, the role will seek to promote continuous improvements in the TFLS environment and will investigate the current processes, operations, monitoring, and provision of sustainable improvement plans. This includes legal or regulatory compliance implemented by Local Government bodies like ICASA. This role is concerned with monitoring and advising on the performance of the MTN Fixed Network, producing data and reporting on performance, measuring against set standards.

Key Performance Areas

Strategic Input:

  1. Give input into the areas strategy and assist in translating into near term plans to improve or stabilize the Fixed Network.
  2. Ensuring clarity around priorities and goals for the entire team.
  3. Give input into the first line operational management strategy to achieve operational network targets.
  4. Contribute positively to Customer Experience and NPS.
  5. Ensure all customer incidents are resolved expediently to reduce churn.

Operations Management:

  1. Accountable for the reporting and analysis of the MTN Fixed Network.
  2. Identify and rectify challenges and risks that may impact the MTN Fixed Network.
  3. Work with the process owners to ensure any potential solutions are given the correct priority.
  4. Be responsible for ensuring that any solution that is provided adheres to any corporate Risk and Compliance requirement.
  5. Monitor all inspections to ensure network quality.
  6. Conduct quality audits and surveys.
  7. Discuss inspection results and conclusions with Network Operations and TFLS.
  8. Maintain historic network stats in a centralized repository.
  9. Daily analysis on Network performance to identify trends.
  10. Engage with global, local, and other Industry players to ensure the alignment of the Network to future trends.

Service Adherence:

  1. Work with all sectors and process owners and be responsible for analyzing and identifying problems and defining solutions which will align with all global processes.
  2. Assess the existing network and service build to identify issues that would potentially compromise quality within the Incident Management Life Cycle.
  3. Be responsible for ensuring that quality improvement provided adheres to any corporate Risk and Compliance requirement.

Governance:

  1. Keep abreast of updates relating to statutory and ICT industry issues and ensure compliance.
  2. Establish Governance forum with key stakeholders to report on Network Performance.

Communication and Coordination:

  1. Support the development and maintenance of sound interworking between Network Quality Management and other departments.
  2. Interface with other areas of the MTN business for effective customer support reporting on business KPIs as appropriate.
  3. Establish and maintain internal and external relationships.
  4. Partner with relevant internal and external stakeholders to support and improve service delivery.
  5. Ensure timely declaration and escalation of unplanned/planned service disruptions.

Report Management:

  1. Reporting on key Network Metrics to Internal stakeholders.
  2. Report on ICASA regulatory requirements.
  3. Consolidate key information and translate this into meaningful intelligence for submission to Senior Management.
  4. Prepare ad hoc reports on request by the GM, SMs, or Heads of Department.
  5. Report on risks and associated remedial activities until resolution.

People and Culture:

  1. Advocate Customer Centricity always.
  2. Continuous assessment of delivery capabilities.
  3. Develop constructive working relationships with other departments and managers including technical and commercial.
  4. Ensure a culture of continuous evaluation and continuous improvement.
  5. Ensure a culture of Innovation.
  6. Drive a culture of high performance, accountability, and consequence management.
  7. Identify and implement innovative ways to use minimum resources to achieve maximum outputs.

Education:

  1. A bachelor's degree in computer science, Information Technology, or a related field.
  2. ITIL Certified preferred.
  3. CCNA, CCNP, and/or CCIE certification is preferred.

Experience:

  1. Minimum of 6 years' experience in the Telecommunications environment.
  2. Minimum 3 years' experience managing a high customer interaction.
  3. Experience working in a medium to large organization.
  4. Strong in Microsoft Office 365 including Power BI.
  5. Excellent report writing and presentation skills.
  6. Analytical thinker and problem solver.
  7. Critical thinking.
  8. Knowledge of Network Protocols, hardware, and software.
  9. Strong understanding of the different network topologies, NMS/EMS systems, network configurations, protocols, and edge to access systems/routers.
  10. Experience in leading implementation of network monitoring tools to deploy advanced monitoring of complex health/performance metrics. Ability to build executive Dashboards within tool or Power BI.
  11. Experience with Network Monitoring tools.
  12. Understanding the Service Management environment.
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