Executive: Network Management - Midrand at Liquid Intelligent Technologies

Role Purpose

This role is responsible for the overall management of all LITSA Customer, Network & Service management, quality, and reporting.The role manages the people, processes and tools required to maintain Network and Services availability and quality according to agreed KPI. This includes oversight and management of outsourced Network Operation Centre services delivered form Liquid Networks Pune.Executive will implement technology and network strategy devised by GCTO and CTO. Executive will be responsible for implementation of processes and tools required to support new products and services as may be introduced.

Role Description

• Develop, review and revise service assurance processes to align with internationally recognised standards such as eTOM & ITIL.Implement best practices for network monitoring, surveillance and problem reporting allowing for proactive management of the network.Develop reporting processes and methodologies that provide accurate insight on network and service performance, quality, and availability.Work with Group Engineering to leverage systems and tools to automate identification of service impacting network faults.Manage quality and MTTR of trouble tickets managed by the Network Operations Centre and LITSA Operations.Manage 3rd party OEM and offnet provider service level agreements.Manage escalations process internally and externally to meet agreed KPI.
• Ensure processes are in place to identify and manage critical network issues impacting a high number of services or a large geographic area. Manage critical incidents, coordinating recovery actions with other Executives and managing information flow to customer value managers and customer contact centre.Ensure impacted business segments are notified in a timely and appropriate manner with initial impact analysis and appropriate updates.Review and approve root cause analysis for all critical events on the Network to ensure systems are developed and put in place to prevent or mitigate their reoccurrence.Identify network improvement initiatives and drive implementation with Engineering and Operations Executives to improve network and service resilience.
• Ensure NOC and customer contact centre are adhering to agreed processes, procedures, and SLA.Review and align structure, skills, and tooling to the needs of LITSA and its customers.Implement improvement initiatives as required to increase customer NPS and CSAT scores.Ensure NOC is aligned to the requirements of the LITSA business units across all functional areas.Manage quality of customer interactions, feedback, and escalations.Implement and maintain measures to improve first time resolution and non-occurrence of customer issues.
• OPEX: Plan and manage the expenditures and costs against delivered and realized benefits. Ensure spend is within the planned AOP.CAPEX: Plan and manage the expenditures and costs against delivered and realized technical or strategic benefits.  spend is within the planned AOP.Ensure technical motivations, PR/PO approvals and GRN completions are completed on time.Preparation and Management of Annual Operational and Capital Budgets to meet strategic objectives of the department.Ensure costs for area of accountability are managed appropriately and contained within agreed budget, variances accounted for and justified. Continuous review of costs and benefits.
• Ensure that all human resources are appropriately managed in terms of performance and development including performance management and career development initiatives.Management of relationships between line of business and the various business partners to deliver superior service.Lead interactions with internal and external auditors to deliver on favourable outcomes.Manage staff to achieve the overall departmental objectives.Mentoring (including training thereof) of all direct reports in line with their performance management objectives.Manage costs associated with staff such as overtime, allowances, leave and training, to ensure they meet requirements set out in policy as well as those directed in order to meet organizational objectives.

Requirements

• Bachelor’s degree in engineering/ B, Tech/ Technologist/NQF Level 6 or 7: Essential
• Technical certification(s): Essential
• eTOM or ITIL Certification: Desirable
• 10 years Telecoms network and service management in a similar Business or Industry, preferably managing a Network Operations Centre: Essential
• 10 years' Experience managing people, staff development and performance management to achieve targets: Essential
• 10 years' Experience in service management, with progressively increasing levels of responsibility: Essential.
• 10 years Leadership Skills: Candidate should have strong leadership skills and the ability to motivate and manage a team, as well as the ability to communicate effectively with stakeholders at all levels of the organization: Essential.