Job Description

Role PurposeAccountable for National Network Operations inclusive of service delivery and staff compliment of specific sub-departments within the Technology department, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network. The Role facilitates and enables support of cross functional initiatives with Sales (via interaction with Key Account Management team), Service Delivery Management, Service Management, Contractors, and Network Planning & Engineering teams. Responsible for the management and implementation of service operations, service delivery, project delivery, infrastructure facilities across all regions, North, West & East. Executive will manage field support teams, contractors, and vendors to ensure reduced service delivery MTTI and reduced Operations MTTR is achieved for all LITSA product and services. Executive will implement technology and network strategy agreed by CTO and other Executives. Executive will be responsible for implementation of large infrastructure projects, maintaining integrity and quality assurance of regional assets including POPs and related passive and active infrastructure and facilities. The executive will work together with all technology functions to ensure customer service level agreements (SLA) and delivery commitments for delivery and operations are achieved. Responsible to operate within the Budget approved by BU.Role DescriptionOPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE) Inside & Outside PlantOversees and drives the business plan for preventative, reactive and corrective maintenance on the LITSA Network and Customer Managed Services networks (inclusive of IP, Voice. Transport and Managed Services - LAN & Voice).Ensure resolution capability for customers to ensure compliance with SLAs.Overall Managing of and accountability for network operations to reduced unscheduled downtime and to deliver a superior service to all customers. Strategic Management of Fault diagnostic process and resolution to ensure it meets LITSA requirements. Own, Create, Review and Revise service assurance processes to maintain compliance.Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).Oversee the execution of designs from Network Engineering, where necessary, to ensure seamless interaction between departments.Manage incident escalation resolution matrix operating in senior capacity within the escalation matrix to ensure that correct decisions are made and in the interest of the client and Oversee the spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures.Oversee the availability of correct test equipment as reported and managed by Line managers.Review and approve Root Cause Analysis for all Major Events on the Network to ensure systems are developed and put in place to prevent or mitigate its reoccurrence.Provide feedback and escalations to Network Engineering, Service Delivery & Service Management regarding network improvements required to improve stability and capacity of deployed infrastructure and services. Communicate with various stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.Ensure that support teams follow the Change Control process to log and track change requests on specified systems where customer services are affected or placed in jeopardy.OPERATIONS - FACILITY OPERATIONS MANAGEMENT (PREVENTATIVE, REACTIVE & CORRECTIVE)Oversees and drives the preventative, reactive and corrective maintenance at all LITSA POP sites (inclusive of Building Infrastructure, Cooling, AC & DC power) Executive Management of field resolution capability for Facility Infrastructure at POP sites to ensure compliance with SLAs MTTR compliance of <3 hours Overall Management and accountability of preventative maintenance activities 100% compliance to maintenance schedule Strategic Management of the fault diagnostics and resolution to ensure it meets LITSA requirements 90% resolution efficiency to MTTR target Internal All Employees Own, Create, review and revise service assurance processes to maintain compliance. Create and ensure support maintenance is in place to deliver efficient services to both internal and external stakeholders (both remedial and preventative).Acceptance and custodianship of POP infrastructure upgrades and new POP sites Zero quality issues Oversee the overall spares availability for all Network POP infrastructures in collaboration with Engineering 100% availability of spares within the field operations control Oversee the availability of correct test equipment and tools 100% aligned to needs and availability requirements Review and approve Root Cause Analysis for all Major Events on the Network Infrastructure to ensure systems are developed and put in place to prevent or mitigate its reoccurrence. Communicate with executive stakeholders on the progress of repairs or maintenance to track progress against required LITSA standard and/or SLAs.DELIVERY - BUILD & FINAL PROVISIONINGManage the implementation and provisioning of new services to enterprise and managed services customers Management of service delivery targets as per AOI, Service Delivery forecasts & Customer Escalations and Customer constraints. Ensure performance requirements of new services are met to ensure revenue and customer satisfaction. Manage and oversee the completion of projects executed by LAN and ISP contractors 100% compliance to operating model and performance criteria. Oversee and support equipment availability and quality of installations at customer premises 100% availability Manage and oversee equipment preparation and configurations and ensure correct performance against ordered service Zero quality or performance issues. Oversee construction in the road reserves and ensure adherence to standards and quality 100% compliance to safety criteria and quality standards. Manage incoming and outgoing Right of Way approvals within agreed SLAs (Municipalities and other Operators). Ensure site surveys and kick-off meetings are conducted. Effectively deal with customer escalations and complaints regarding new services and deployed infrastructure. Ensure compliance to Health and Safety 100% compliance Oversee and manage the recovery of equipment (customer cancellations).FINANCIAL MANAGEMENTFinancial management of the departments spend in line with the approved budget. OPEX Plan and manage the expenditures and costs against delivered and realized technical or strategic benefits. spend is within the planned AOP 100% compliant within AOP agreed budget less 5% savings with SCM to be obtained Ensure technical motivations, PR/PO approvals and GRN completions are completed on time 100% compliance with financial model 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.Management of Business UnitBusiness management of the department, internal and external stakeholders to meet company strategic goals and objectives. Develop business plans in line with the business unit goals and objectives to assist in achieving the overall organizational objectives. Recognizes areas for internal improvement and develop plans for implementation. Ensure that the business unit objectives are met through effective performance management and measurement. 100% compliance Operational delivery of strategic objectives by ensuring resources aligned to support accordingly. 100% compliance Strategic Management of relationships between line of business and the various business partners to deliver superior service.Developing and managing various relationships internally and externally to ensure effective service assurance. Lead interactions with internal and external auditors to deliver on favourable outcomes As required Internal All Employees Manage Occupational Health, Safety and Environmental programmes within area of responsibility Manage programmes and processes to support various ISO accreditation As and when required Effectively manage vendors and contractors to comply and align with various customer SLAs and alignment with business objectives Oversee Service Level Agreement compliance, ensure contract close-out, extension or renewal and monitor transaction compliance.Manage contracts as per the agreed SLA and issue penalties where applicable.Health & Safety and Operations RisksOversee issues and risks raised against all Implementation and Operations activities.Initiating extra activities and interventions wherever gaps in the delivery and operations processes are identified As required Manage and oversee the health and safety of the department and ensure all compliance requirements are met.Interact with internal and external stakeholder to implement plans to reduce the risks associated with vandalism and theft of company assets As required Support, develop and manage the business continuity management plans for departments area of responsibility.Ensures that all audits conducted will be clear and no findings are associated with performance, availability, financial or project processes.A Technical Degree /Business Degree:EssentialMBA or management qualification:DesirableITIL V3 Foundation:Desirable15 years ICT environment:Essential5 years Telecommunications operations senior management: Essential5 years Technical experience and relevant technical certification: Essential10 years Management experience (middle): Essentiall All Appointments are subject to the Labour Legislation in the respective country.

Liquid Tech (Pty) Ltd.