ROC Manager at Dark Fibre Africa

ACCOUNTABILITIES & RESPONSIBILITIES (KEY PERFORMANCE AREAS & TASKS)

Operational & Functional Oversight:

• Develop and enhance the skills of Maintenance Coordinators.
• Ensure the ROC operates efficiently with the necessary tools and systems.
• Monitor performance quality and oversee escalations for timely resolution.
• Analyze process failures and implement improvements.
• Maintain effective network health and exception monitoring.

Team & Performance Management:

• Lead and support Maintenance Coordinators and external partners.
• Ensure adequate staffing and efficient workforce management.
• Drive team collaboration, training, and motivation.
• Oversee performance management and compliance with KPIs.
• Manage workflows within operations and the broader Vumatel environment.

Reporting & Risk Management:

• Provide insights on network health, maintenance activities, and case management.
• Monitor and report partner performance based on KPIs.
• Drive improvements in NPS, time-to-resolution, and case reduction.
• Identify and mitigate operational risks while enforcing compliance.
• Contribute to key decision-making forums and management committees.

Ad Hoc Responsibilities:

• Manage change control processes and data communication with stakeholders.
• Resolve issues in high-risk areas.
• Oversee network activation and troubleshooting.

Requirements

Minimum Requirements:

Qualifications and experience

•  Matric
• Completed tertiary qualification (eg Ndip, BTech, PMP)
• Valid driver’s license
• Min 3 years management/ supervisory experience
• Min 3 years managing teams on a optic fibre network
• Min 5 years in the telecoms industry
• Fibre experience is essential
• FFTH experience preferred
• MS office suite (word, excel, powerpoint and visio)