Manager - Network Operations Managed Services Technology Information at MTN

Mission/ Core purpose of the Job:

• Control the day-to-day activities of the MTN Regional Radio, Switch and Transmission Network Operations, ensuring optimum performance and expansion of the network continually meeting the needs and expectations of the customer.
• Maintain the efficiency and effectiveness of a MSP engagement by supporting operations, implement and optimised governance models.
• Evaluate and implement outsourcing governance best practice operationally that fits organizational needs and requirements to create measureable business value.
• Provide technical leadership, vision and expertise ensuring staff competencies meet the convergent technological challenges of the future
• To ensure MSP are following MTN specifications and quality standards within budget on maintenance/rollouts/ADHOC works to achieve integrity and optimum performance of the radio, transmission and Switch network.(Access Network).

Context:

• Operations & Maintenance of Radio, Transmission and Switch infrastructure within the MTN GSM Network.
• Partner with business to provide governance and reporting that focuses on generating insight that will ensure continuous improvements and identify potential issues within the MSP
• The Managed Governance Service shall ensure world-class quality and availability of the Network and services for MTN customers at all times in a cost-effective manner.
• Alignment with MTN SA Management, Operations, Capital Projects, P&O, Procurement structures and Financial Reporting.
• Maintain, plan, implementation, integration, testing of the radio, transmission and switch infrastructure within the MTN Access Network in accordance with OHSACT, ISO 9000/14000 set standards.
• Accountable for multiple equipment vendors, contractors and services, as well as diverse work streams result in a complex area of responsibility.
• Highly competitive environment with customer focus as a key differentiating factor
• Customer demand for alternative technologies, improved performance and cost savings
• Operational, monitoring and managing driven environment
• Compliance to standardisation issues and operational best practices
• Stakeholder commitment and buy-in
• Within the legal, regulatory and commercial environment of MTNSA
• Aligned to MTN SA strategy and business plan, as well as CTO strategy
• Compliance to BEE legislation and company policy
• Aligned to Group best practices and standards

Key Performance Areas: Core, essential responsibilities / outputs of the position (KPA's)

MSP Radio Operations

• Plan, monitor and support the day-to-day functions duties and responsibilities of the MSP Radio Network Operations MSP venders and contractors (End to End)
• Define and manage key Operation business objectives and KPIs to ensure company objectives are met and measure the performance of the MSP venders against those objectives.
• Ensure that effective routine program are in place and monitor the performance of these O&M radio routines in the MSP vender environment meeting MTN specification and quality standards (best practice)
• Maintain a sound working relationship between the MSP venders, MTN network operations department and all associated parties, within the company and external.
• Submit reports/presentations to designated management and venders as per requirements.
• Responsible and Accountable for Field and Tower Maintenance and the general housekeeping and upkeep of all allocated BTS sites ensuring venders are complying SOW according to the contract and a high cost effective standard and Quality
• Ensure that all MTN staff and MSP venders are applying procedures, polices and SOW in their day-to-day activities, which is tracked, monitored and reported, as per MTN instructions and guidelines.
• Ensure that resources, both material and human are available for all Radio Operation activities as per schedule.
• Improve Radio network availability and quality on a continuous basis and in accordance with MTN business objectives
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Identify and assign roles and responsibilities to MTN project Supervisors to deliver in the Region
• Manage all maintenance, vandalised repairs and ADHOC Projects relating to network rollout within the region, ensuring all works carried out within budget and PBC models, which includes BTS implementation, F&T maintenance, Structural, Civil and Electrical builds / upgrades and commissioning.
• Ensure Policies and Procedures are adhered to through ISO 9001,ISO14000 & QMS
• Participate, review regional rollout plans, and contribute to Operational dependencies, programs, or strategies that have an influences cost and customer experience.

MSP Transmission Operations

• Control , monitor and support the day-to-day functions duties and responsibilities of the MSP Transmission Network Operations MSP venders and contractors (End to End)
• Participate and review regional transmission operational dependencies or programs or strategies that have an influences cost and customer experience in alignment with MSP venders
• To ensure that the regional Transmission network is developed and maintained such that it has adequate capacity, always operates at optimum quality and offers competitive coverage across all technologies in alignment with MSP venders.
• To identify and escalate Transmission activities to MSP Vender or MTN SA stakeholders high-level support functions when required on all MTN transmission equipment used in MTNSA Network meeting business objectives and NPI’s
• Transmission Operations management of MSP vender on improvements to the transmission network through technical skills – made possible by detailed knowledge of transmission technology features, detailed knowledge of geographical area by understanding of the role of peripheral parties (other departments within MTN and external parties such as Telkom) and the impact of their performance on network quality. Over end to end view is essential to support
• Transmission Operations management of MSP vender on Trouble-shooting optimisation and network improvements to solve network problems and performance.
• Maintain a sound working relationship between the MSP venders, MTN network operations department and all associated parties, within the company and external.
• Submit reports/presentations to designated management and venders as per requirements.
• Improve Transmission network availability and quality on a continuous basis and in accordance with MTN business objectives
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Transmission Operations management of MSP vender  to oversee Corporate/Enterprise faults performance and upgrades

MSP Switch Operations

• Manage the operational day-to-day activities and functions related to all aspects of Regional Switch emergency and maintenance roles at all Switch Centres under the Regions control
• Ensure O&M standardisation across all switching centres is transparent and MSP Venders or any contractors adhere to these principals and guidelines.
• MSP Vender or Contractor liaison and control within the switching environments and all housekeeping processes and procedures are followed reducing and risk when work is been carried out
• Control, monitor and support O&M Maintenance activities (alarms), procedures and processes undertaken by MSP venders or Regional Switching staff.
• Enhancement and improved value adding to current Switch maintenance procedures, documenting and implementing
• Liaison with all Network group and MSP Vender stakeholders who are responsible to maintain or accountable for equipment on site at the switching centres to identify routines that are required to be executed on site and Documentation and implementation into the current maintenance routines, expansion of current practices to encompass all on site Telecom equipment.
• Standardisation of Switch environments to support Central Operations
• Processes and procedure enhancements to new switch HW expansions, commissioning and testing.
• Switch record consolidation to fulfil Central Operations function and alignment with MSP Venders
• All housekeeping processes and procedures are complied with and enhancements.
• MSP Vender and Contractor liaison and control within the switching environments.
• Regional switch store tracking, Asset control of stock levels and aligned to Spare management process
• Oversee Fibre Transmission links/routes/fibre runs are implemented commissioned, integrated and acceptance according to SOW and quality standard.

Communication Management

• Lead and make sure to control/monitor/track operational reporting activities and tasks.
• Responsible and accountable for the end-to-end operational reporting activities (including operational readiness reports) towards the specific MSP.
• Ensure agreed workflows processes are adhered to in terms of MSP vender quotations, approvals and acceptance as documented for processing via requisition process to PO and invoice for payment including OPEX or CAPEX spend is profitable and adding value to the network
• Communicate actively throughout the MSP project, providing effective and status and feedback reports regarding MSP project delivery and support deliverables to all stakeholders, especially relating to risk, change, status, decisions required following good cooperate governance
• Anticipate deviations from plans / schedule timorously and keep all participants and stakeholders informed.
• Resolve and/or escalate issues in a timely fashion, communicating difficult/sensitive information tactfully

Finance Control and Management

• Prepare the mainstream principles of good governance within the RAN Managed Service and analyse financial statements and forecasts;
• Control, monitor and report the utilization of approved project budgets, ensuring that expenditure is in line with agreed PBC and SLA’s including methods and initiatives to maximize cost/benefit ratios.
• Propose measures to improve financial and commercial performance and develop an appropriate cost recovery system; and outline measures of reduction.
• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, and also to ensure no over/under deliveries
• Prepare annual budget needs and manage the budget allocations to PBC models (OPEX and CAPEX)

Compliance management

• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, and also to ensure no over/under deliveries
• Manage regular meetings, with staff or MSP venders under your control to manage the MSP vender performance and special projects and communicate/record any activities/issues.
• Creating enterprise standards, shared services and aligned business processes to increase organizational efficiency and effectiveness.
• Ensure escalation procedure is followed and that expectations and perceptions of customer are at all times managed in a professional manner.

Service quality management

• Ensure the correct and proper delivery of Operation and maintenance as specified in the Service Level Agreements (SLA) with MSP. (KPI SLA fulfillment)
• Provide feedback on performance to the Field Services organization and other sponsors and ensure that appropriate improvement actions are taken when required (KPI Service Evaluation)
• Monitor all operation deliveries to securing SLA fulfillment and customer satisfaction, also to ensure no over/under deliveries.
• Aligns SLA and WLA between Operators

Staff Management

• Ensure all staff Performance Agreements aligned to business objectives and a cascade of CTO are defined, documented and measured thru meetings and staff participation and agreement
• Ensure that all staff have the right tools to perform their role/function i.e.  Tools, equipment, IT etc and are kept in good working order.
• Ensure work allocation to contracts and work is allocated to staff.
• Ensure MSP vender and staff performance management.
• Knowledge transfer
• Perform an annual assessment of each member of staff as per the company policy, using the above objectives and performance.

Minimum Requirements - minimum necessary, and not the ideal / preferred should be included.
Education:

• Standard 10
• National Diploma N6, S4, T3 in electrical light-current / electronics / communication engineering or National Diploma in Project Management/Engineering/Business
• Experience working in a medium Telecommunication organization

Experience:

• 5 years’ management experience in GSM network Operational environment or  at least 3 years in a management role within MNS Governance telecommunications environment
• Demonstrated experience in managing subcontractors and MSP vendors.
• Experience in contract agreements and specifications of equipment for the GSM and telecoms networks
• Compiling SOW or technical support documents for MNS
• Management of SLA and WLA’s
• Experience in supervising others