Job Description

Title Networks Operations Manager



We are looking to appoint a Networks Operations Manager to plan, direct and coordinate operations. Operations Manager will be responsible for improving performance, productivity, efficiency and profitability through the implementation of effective methods and strategies. Manage a team of managers, Engineers and Admin Staff and other direct reports Perform activities required to Support, Alcatel Enterprise solutions in a technical environment. Ensuring up-time and availability by providing a professional service at all times to the Customer within SLA.

Main Responsibilities / Tasks:

Ensure that all operational requirements are correct, cost effective and timely manner in alignment with specifications and SLA requirements

Managing or improving operational systems, processes and best practices that guarantee organizational well-being

Plan resources and ensure resource efficiency

Contribute towards the achievement of companys strategic and operational objectives

Examine financial data/statements and use them to improve profitability

Perform quality controls and monitor production KPIs

Recruit, train, supervise and appraise human resources

Cater to clients or personnels concerns

Ensure compliance with ISO standards

Ensure that requests for assistance received via the Alcatel Service Desk are attended to accurately and efficiently

Diagnose customer requirements to provide effective support to customers

Provide customers with updates or feedback on call escalations that are logged on the call logging system.

Add input to tenders

OEM partner certifications are adhered to

Management of customer expectation and perception

Coordinate service request resolution and ensure customer satisfaction through timely resolution of issues and ongoing communication.

Interface and interact with customers

Escalations to Divisional management

Building good relationships with customers

Initiate any actions necessary to improve or maintain levels of service

Engaging in formal and informal knowledge transfer

Time management in accordance with Customer service requests and SLA

Ensure that Alcatel Solutions are monitored and proactively managed to required service levels and administered for the customer

Management of customer expectation and perception

Initiate any actions necessary to improve or maintain levels of service

Provide recommendation to the customer to improve system delivery as well as proactively manage services to ensure failure is pre-empted and resolved before critical

Ensure that all operational requirements are correct, cost effective and timely manner in alignment with specifications and SLA requirements

Managing or improving operational systems, processes and best practices that guarantee organizational well-being.

KPA and KPI Definition:

1. Human Capital

10%

Ensure Staff training requirements are met to SLA requirements

10%

2. Customer

60%

Standard Operating Requirements (To Be Available As Per The Shift Required)

10%

Complete all Incidents within SLA requirements

30%

Coordinate service request resolution

20%

3. Quality & Process

30%

Closed calls (Incidents) within specified priority times (SLA) by the team - target 100%

10%

All requests and Projects completed on time by the team - Due Date

10%

Finance

10%

Formal Qualifications Required:

Matric - Essential

N+ certification - Essential

Managements diploma - Desirable

ITIL Certification - Desirable

Job Related Experience Required:

Experience in service and operational management in a technical environment - 5 Years - Essential

String Excel skills and other soft skills - 3 Years - Essential

Networking experience - 3 Years - Essential

Education National Certificate Level 4 (N4) / Grade 12 (Required)

Languages English

Altron