Head, Network Operations Centre at T2 (Formerly 9Mobile)

Job Summary

Coordinate the integration and seamless operation of all Frontline, Surveillance and Back-office teams including BSS/RAN, Transport, Core, VAS and other Third-party teams in the network operations center (NOC) and ensure measures are in place to manage and resolve all incidences that occur.

Coordinate the implementation of an effective framework for the operation and maintenance of the Base Station Subsystem and other network entities, providing support functions on access network and effective management of all monitoring tools.

Plan and manage the human and material resources of the team/ function to optimize performance, morale and enhance productivity. Manage inter-functional relations to ensure synergy across the various departmental functions

Roles and Responsibilities

Tactical

• Assist the V/P, Network Operations in communicating the division’s strategic direction and objectives to all staff.
• Assist in the definition of the division’s plans, policies, projects and service levels.
• Facilitate the smooth integration and operational efficiency of a converged NOC.
• Explore the possibility and ways of converging the functionalities of ServiceDesk and NOC, seeking points of alignment and consolidations.
• Plan and ensure implementation of established internal processes using best practice standards to ensure a stable and highly available systems platform for an optimal operating environment.
• Keep abreast of global and local best practice as it relates to the team function’s activities.
• Continuously review the unit/ team’s activities, make recommendations for improvement and implement approved improvement initiatives to ensure enhanced performance of the team.
• Identify required resources, personnel and funding to achieve the unit/ function’s strategy.
• Establish and maintain relationship with key internal and external stakeholders including third party telecom service providers and partners.
• Support the implementation of the business crisis management and service continuity policies and procedures to ensure minimal disruptions to the business in the event of any disaster.
• Provide leadership and direction to Network Operations Center staff that are responsible for monitoring, escalation, resolution and the reliability of network elements and related interfaces.

Operational

• Manage and support network access and network performance management systems including all monitoring tools.
• Implement crisis management and service continuity policies and procedures to ensure minimal disruptions to the business in the event of any disaster.
• Oversee the integration, management and administration of Base Station Subsystem (BSS) and access network platform infrastructure (UNIX-Solaris and application level) and related equipment.
• Ensure processes and procedures (e.g. Escalation/reporting, updates, call answering/handling, and training) are in place to support scalable growth
• Continually identify areas for process, quality and efficiency improvement within the NOC; recommends prioritized enhancements with supporting details to Change Control Board and oversee implementation.
• Manage and support admittance and access to Network Infrastructures locations especially, DCs, Mini-DCs, MGW and BSC sites.
• Manage all BSS technical support activities including CR/WO implementation, alarm handling and analysis, preliminary performance management reporting BO functions and BSS/RAN incident management.
• Ensure regular update of network element database documentation, support and monitor a proactive maintenance cycle on all access network systems and infrastructure, including network parameter changes, BSC/RNC rehoming, cutovers, network upgrades etc.
• Deliver constant improvement in real-time identification and resolution of real-time problems; bring deep attention to process, training and actions necessary to support outage time reduction and issue detection, response and recovery
• Investigate and identify reasons for abnormal network conditions.
• Take proactive steps to prevent network faults and failures.
• Serve as unit’s primary liaison with third-party vendors and initiate regular meetings to agree on service levels.
• Manage vendor performance and ensure agreed SLAs are achieved.
• Review recommendations of the internal audit function relating to BSS operations policies, standards, guidelines and operations and take action as required.
• Implement the function’s work programs and plans in line with agreed upon procedures and guidelines.
• Plan and manage the human and material resources of the team/ function to optimise performance, morale and enhance productivity.
• Manage inter-functional relations to ensure synergy across the various departmental functions.
• Monitor and control the budgetary needs of the unit/function.
• Develop and report on metrics for the performance of the NOC and individual NOC employees
• Prepare/compile agreed periodic activity and performance reports for the attention of the V/P, Operations.
• Maintain a Management Notification platform to keep management informed of MAJOR impacting network outages and keep them abreast of the resolution lifecycle.
• Perform any other duties as assigned by the V/P, Network Operations

Required Capabilities

Knowledge

• Basic knowledge of Transmission Network, IP Network, Core & VAS Network Architecture
• In-depth knowledge of Service Management processes
• Network Management, Monitoring & Data analysis
• Telecommunications & Mobile Network Standards & Specifications
• In-depth knowledge of OSS, Monitoring tools and Network Administration

Skills

Communication

•  Leadership and People Management
• Problem Analysis and Resolution.
• Delegation/ Supervisory skills set.

Behavior

• Passion for Excellence
• People management.
• Integrity
• Empowering people
• Growing people
• Teamwork
• Customer focus