Operations Manager: Fault Management at Nexio

The Operations Manager is responsible for the following:

• Ensuring that the team is managing and coordinating all client incidents, events, tasks and work orders for division, ownership.
• Implementing conformance plans and conducting weekly operations meetings with all necessary stakeholders and engagement points.
• Implement service level areas and agree on internal operational level indicators.
• Ensuring Timeous handover of tasks to the resolving parties including third party coordination.
• Scheduling of all staff working within the service and support management environment.
• Drive continuous operations changes to adapt to ASOC environment, address non-conformance of processes.
• Complete all daily, weekly, and monthly dashboard reporting.
• Continually improve ITIL processes (i.e., Change, Incident, and Problem) and policies in support of organizational goals.
• Formulate and implement departmental and organizational policies and procedures to maximize output.
• Monitor, manage and improve the efficiency of fault management services.
• Management Reporting and Presentations.
• Facilitate coordination and communication between support functions.
• Ensure adherence to established rules, regulations, and procedures.
• Ensure monthly operational milestones are communicated to all stakeholders.
• Implement and maintain Standard Operating Procedures.
• Taking the lead in staff performance management.

KEY INDICATORS

The Operations Leader must review the following:

• Control all master Incidents and ensure correlation.
• Track Incidents logged *ownership.
• Task allocation
• Manage problems or Escalations of service.
• Manage changes to environment that could hinder service.
• Mean to time to log (MTTL), Mean time to dispatch (MTTD) Mean time to close (MTTC).

Qualifications & Education Requirements

• Matric
• Undergraduate degree or equivalent in information technology, business management, or telecommunications related qualification.
• ITIL Foundation - Certification

Experience Required

• 5 to 7 years of experience in an incident/event management environment
• Expert understanding with fault management systems
• Experience in SLA management
• Prominent level of IT knowledge and experience
• Cellular infrastructure knowledge (Advantageous)

Knowledge and Skills Required

• Ability to think and interact logically.
• A natural curiosity
• The ability to work in a team and to be initiative-taking around self-learning.
• The ability to work under pressure and to tight deadlines.
• Willingness to assist with additional tasks given to the team.
• People skills
• Good judgment skills
• Effective communication skills
• Behavioural traits such as attitude, motivation, and time management
• Be prepared to coordinate operational rosters, standby and overtime.

Special Requirements

• Most important, be prepared to perform, standby and overtime.
• Must be prepared to work outside of “working hours.”
• Must be able to report to different reporting lines simultaneously