Senior Network Operation Manager

Our client, a leading provider of ICT services, is looking for a Senior Network Operations Manager to join their team. Purpose

Senior Network Operation Managers is responsible for keeping track of the day-to-day operation of all Active network related systems/equipment, projects, issues and incidents and, making sure they are healthy and running efficiently. This position will cover network performance, availability, ensuring compliance with SLA, customer satisfaction, Active network high level support, fault and incident management.

Overall Responsibilities

• Managing Day-to-day system health-check. Engagement with all relevant active network team managers to collect and organize the network health status.
• Provide proper network performance and health reporting on systems, equipment and active networks including the companys IP and DWDM and SADV networks
• Providing high level support on active network related issues and complaints. performing as point of contact between Active network teams and other related departments including CX, NOC, Regional teams and ISPs.
• Monitoring and managing network performance, reliability and availability while ensuring compliance with SLAs.
• Direct engagement with NOC management on understanding and resolving network operational issues and challenges
• Fault and incident management on all Active Network related issues including providing incident report documentation
• Providing guidance and support to resolve problems quickly and efficiently.
• Network capacity management and reporting
• Monitoring and overseas of all active network changes executed
• Daily check in with the NOC on previous days resolved incidents and current open incidents.
• Engage with the NOC on any incident discovered by NetOps and manage to resolve the issue in corporation with NOC and active network teams.
• First point of contact for incidents that requires NetOps attention. Appropriate resource/s to be allocated for troubleshooting.
• Quality acceptance of the project
• Manages vendor performances based on contractual obligations
• Escalating operational issues with vendors and ticket tracking
• Manages escalation of faults with vendors and informs all stakeholders of status
• Onsite support, remote support and troubleshooting nationally
• Regional and national escalation of faults
• Develop and enforce network policies and standards while ensuring adherence
• Managing all relevant possible automations to assure network performance improvement and system health-check
• Provide Standard Operating Procedures (SOP's) to clear faults and resolve problems encountered and share it with other relevant departments

Communication

• Engage with internal teams and external vendors to understand and solve network related issues
• Engage with regional, internal, and external teams including vendors in network related daily operations
• Probe to determine the actual nature or underlying cause of technical network problems/issues
• Explain procedural approaches effectively to relevant parties
• Produce and maintain fundamental documentation of standards and procedures
• Provide daily and or weekly reports on working equipment and systems
• Take instructions from own manager
• Escalate, internally, issues as needed
• First point of contact for incidents that requires Netops attention.
• Provide communication between all relevant parties and Active network team departments

Problem Solving:

• Investigate and evaluate problem areas and propose possible solutions
• Escalation to Vendors and management and tracking of complex issues
• Translate problem findings into Incident reports with solution recommendation
• Manage to solve standard, albeit more complex, problems in engagement with relevant departments
• Provide in-depth expertise, initiative, insight, and interpretation in fault-finding to facilitate faster solutions
• Interpret and provide advice to resolve issues

Decision Making:

• Make recommendations regarding process optimization
• Use technical and theoretical team knowledge to recommend concrete action plans
• Resolve technical queries and issues within active network nationally
• Make recommendations for improvements nationally
• Seek active input into decision-making when providing support services and solves queries within clear guidelines and precedent
• Report and escalation to management where higher-level decision making is required

People Engagement:

• Provides an advisory function
• Drives established timelines and aligned others to this
• Management of vendor and regional teams - leading others
• Communicates and engages with external parties in a manner that represents the company favourably
• Engages in activities for own development / participates in planned activities that are appropriate for own development

Financial:

• Provides input into network forecast planning
• Contributes to cost saving efficiencies through caretaking of assigned equipment/instrumentation/vehicles etc
• Adhere to Service Level Agreements (SLA's)

Customer:

• Delivers customer service through holding vendors accountable to meeting quality service standards
• Identifies best practices for working with or adding value to the customer
• Works with project teams, internal teams, Regions, and management
• Adhere to national network KPIs to meet the internal and external requirements

Process:

• Documents learning experiences to update procedures and practices
• Uphold operational excellence through identifying and recommending new and/or upgraded technology processes
• Ensures continuous process improvement to enable effective operational processes
• Aware of interdependencies between all projects
• Keeps track of contractual agreements; perform and complete expected deliverables
• Complies with operational Health and Safety requirements

Education, Skills & Experience Subject Matter Expertise

• Good knowledge of Network related domains including IP, DWDM and ISP
• Good knowledge of regulatory procedures applicable to active network related domains
• Very well understanding of network operation
• Well understanding of network high level support, incident and fault management procedures
• Good understanding of people management

Minimum Qualification

• BTech/bachelors degree in IT/Electronics or related Network engineering qualifications

Minimum Experience

• Four to five (4-5) years experience in operation of the network and telecommunications industry, in a Carrier / Mobile / Enterprise environment
• Should be able to communicate & collaborate across the Enterprise (Cross functional seamless execution) and developing strong relationships with Internal and External customers

Should you not receive a response from us within one week of your application, your application has unfortunately not been successful.

You can visit our website for more vacancies: www.wePlace.co.za / LinkedIn www.linkedin.com/company/wePlace