Senior Manager - Johannesburg, South Africa - MTN Nigeria

MTN Nigeria
MTN Nigeria
Verified Company
Johannesburg, South Africa

1 week ago

Thabo Mthembu

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Thabo Mthembu

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Description

Key Tasks:

Strategic input

  • Provide input into the Network Operations strategy
  • Develop the first line operational management strategy to achieve operational efficiencies and network uptimes
  • Develop the Network Operations Centre skills and capability development strategy
Operational Excellence

  • Develop and maintain a progressive SOC (Service Operations Center)
  • Implement and maintain processes that focus on Customer experience Management
  • Deploy and maintain effective governance for all aspects of Service Assurance
  • Maintain and ensure continuous improvement of Service Management policies and processes for Incident Management, Problem Management and Change Management
  • Implement Technical Service Transformation in MTN i.e. Single service management Policy and strategy to effect better customer experience.
  • Be Responsible and accountable for the operation and functioning of the Service Assurance department, i.e. manage and monitor network and services
  • Ensure the 24x7 monitoring and management of the network and services meets business requirements including addressing all alarms, tracking and management of trouble tickets
  • Ensure 1st level support for network and services
  • Ensure endtoend performance and track/report on performance problems and improvements
  • Ensure the network availability is maintained at the highest possible levels
  • Manage development of framework for managing, tracking and reporting network performance against agreed service levels
  • Continuous improvement of the fault management process including procedures for addressing the majority of faults by the NOC, identifying appropriate and targeted escalation triggers and ongoing tracking and management of all faults to the point of resolution
  • Ensure effective Incident management. Communication and stakeholder management are key outputs of the incident process.
  • Continuously improve network change management procedures to ensure all network changes are carried out with the necessary approvals, scheduling, tracking and control
  • Implement an effective and efficient problem management process and related governance.
  • Implement and continuously improve support for wholesale customers, ensuring that the support is effective and efficient
  • Implement and continuously improve processes for SVMS support and collaboration.
  • Develop and implement processes for creating and provisioning new network elements and expansions with guidance from core network operations, transport network operations and service operations
  • Manage continuous improvement of dashboards in NOC and SOC
  • Ensure operations team is adequately skilled at all times.
  • Ensure the NOC and SOC provides skilled and precise support for integrating new network elements and upgrades with guidance from core network operations, transport network operations and service operations
  • Manage communication of design problems and provide input to design/planning /operations team
  • Ensure that company personnel adhere to policies and procedures
  • Ensure vendors are meeting their SLA with MTN
  • Negotiate, manage and maintain SLA's with interconnect partners and other solution providers
  • Ensure systems are meeting SLA
  • Ensure NOC is provided support and escalation procedures per service
  • Effectively manage the new SMC facility including displays and all housekeeping activities
  • Continuously review and update best practice implementation for the network operations centre
  • Manage MTBF and MTTR as defined
  • Manage development of procedures for the rapid response and appropriate support for high value customers and efficient and effective support for all customers
  • Develop and continually improve effective troubleshooting procedures and practices
  • Manage of Service Level Agreements with corporate customers and transmission/ interconnect providers
  • Ensure operations/maintenance documentation is sufficiently detailed and up to date to ensure business continuity
Communication and co-ordination

  • Ensure the Service Assurance department provides a high level of cooperation and support for all network group departments
  • Provide a professional and effective interface between the network operations centre and customer operations
  • Interface with other areas of the MTN business both within and outside of the network group for effective customer support
  • Manage interface with external customers
  • Ensure real time and planned network performance information is communicated as necessary
  • Ensure timely and accurate delivery of Telkom performance reports and Stats
Financial Management

  • Forecast, plan, develop and review network Service Assurance budgets in line with MTN SA financial requirements
  • Ensure Service Assurance budgets are optimised
  • Manage Service Assurance expenditure in line with agreed budgets
  • Identify and eliminate noncontributory expenditure

Project Management

  • Develop and drive the execution of agreed projects
  • Drive the implementation, tracking,
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