Wireless Operations Manager
1 month ago
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.
- Set team priorities and provide relevant direction to the team in achievement of 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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