Wireless Operations Manager

2 months ago


Cape Town, Western Cape, South Africa Dimension Data Full time
Job Description

The Wireless Operations Manager is responsible for providing operational management and guidance to a team of Engineers/Technicians who are accountable for installation, configuration, and fault management. This position provides technical support to NTT clients.

Key Responsibilities:

  • Manage the execution of installations and other assignments as assigned by senior leaders.
  • Manage initiatives to solve client problems and ensure the availability of resources to deliver against SLA's.
  • Manage complaint handling procedures or any major incidents that require intervention and ensure the prompt resolution of these incidents.
  • Manage the quality of work by ensuring that the assigned infrastructure at the client site is configured, installed, tested, and operational.
  • Ensure the identification and development of a feedback; complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites.
  • Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
  • Provide technical consultation to clients when required.
  • Assume leadership for relevant technologies according to domain or specialization and/or a variety of domains.
  • Track and report on client technical engagements and analyze trends to identify areas for improvement.
  • Provide advice to help the project manager achieve deadlines and goals.

Requirements:

  • A good understanding of the vast range of IT operations and NTT service offerings.
  • Demonstrable knowledge and understanding of IT industry environment and business needs.
  • Display good levels of client engagement.
  • Service-oriented individuals who are able to manage client value while maintaining profitable business results.
  • Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them.
  • Good collaboration skills and able to interact professionally.
  • Broad understanding of project management principles.

Academic Qualifications and Certifications:

  • Bachelor's degree.
  • ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent.
  • Relevant technical certifications.

Required Experience:

  • Demonstrable level of relevant experience in similar role within a related environment.
  • Solid previous experience operationally managing a technical team.
  • Good experience dealing with clients and managing service levels.
  • Solid experience as part of a software or other technical service implementation team.
  • Project administration and reporting experience.


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