Manager: Operations

**Role Purpose**

To be responsible for the operational management of field operations and the staff compliment of a specific sub-departments within the Region, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network. This position is responsible for the operational management and driving of the MTTR and MTTI performance in the Remedial, Preventative maintenance and the implementation and provisioning of new services. To be responsible for the operational management of the network availability and support functions provided by the field operations teams.

OPERATIONS (Preventative and Remedial)

Oversees, within their area of responsibility, the operational management of preventative, reactive and corrective maintenance on the LTSA Network and Customer Managed Services networks (inclusive of IP, Voice, Transport, Facilities, Optic Fibre Infrastructure and Managed Services - LAN & Voice). Engage with Assistant Managers and Senior Specialists to ensure field resolution and compliance with SLAs.Manage scheduled and unscheduled downtime to minimise impact on customers. Ensure fault management, diagnostics and resolution to meet Liquid Telecom requirements. Manage incident escalation resolution matrix by operating in a manager capacity within the escalation matrix to ensure that correct decisions are made and in the interest of the client and LTSA network. Manage the spares availability for all Core, Access, CPE equipment, Facility and Optic Fiber infrastructures. Review Root Cause Analysis for all Major Events on the Network and ensure systems put in place to prevent or mitigate its reoccurrence. Communicate with various stakeholders on the progress of repairs or maintenance to track progress against required LTSA standard and/or SLAs.Manage and ensure compliance to all maintenance programs. Facilitate, monitor and manage cross functional activities and processes. Manages issues and risks raised against all Service operational regional Projects. Conduct regular meetings with relevant stakeholders (Internal & external stakeholders). Effectively deal with customer escalations and complaints.

SERVICE DELIVERY - OSP BUILD & FINAL PROVISIONING

Manage resource availability for the supervision and provisioning of new services to enterprise and managed services customers. Oversee all projects executed by the field operations teams under their control. Provide progress reports to stakeholders on project progress. Ensure performance requirements of new services are met to ensure revenue and customer satisfaction. Manage operational teams to ensure quality of installations at customer premises. Manage construction in the road reserves and ensure adherence to standards and quality.

Assist with the evaluation of incoming and outgoing “Right of Way” approvals. Manage project kick-off meetings. Effectively deal with customer escalations and complaints. Manage the equipment preparation and configuration of new services. Oversee the recovery of equipment (customer cancellations). Manage the deployment of last mile fibre installation projects. Consult with senior management and review proposals to determine goals, time frame, funding limitations and procedures for accomplishing the project/task. Oversee OSP build contractor performance.

Oversee and support Project Managers with planning and execution of projects under their control. Responsible for control of various projects and ensures that project goals are accomplished in line with business objectives, within budget and time frame. Adherence to project management methodology (Prince2) and suggested improvements

MANAGEMENT OF THE BUSINESS UNIT

Management of the sub-departments, internal and external stakeholders to meet company operational goals and objectives. Proactive notification and updates of service failures to be sent timeously to respective stakeholders in order inform all impacted customers. Ensure efficient use of various ERP tools used by the organization to support functional analysis and reporting.

Develop, implement, document and enforce applicable procedures to deliver a unified service within the department. Review report on all non-conformance issues. Reporting progress at regular intervals to senior management. Ensure regional delivery of scorecard objectives. Achieve business objectives by ensuring performance management amongst teams. Effectively manage vendors and contractors to comply and align with various 3rd Party and customer SLAs.

Manage discipline, corporate governance, training and development, and administration. Assist and support to create, review and revise service assurance processes to maintain compliance. Managed and report on ISP & OSP environments resolution efficiencies RISK. Manage Occupational Health, Safety and Environmental programs within area of responsibility. Support programmes and processes to support various ISO ac