Network Operations Manager at e.Stream Networks Limited

Reports to: GM Technical

Job Purpose

• Responsible for managing the network operations team in-order to deploy quality service, maintain 99.9 % service availability and provide proactive network efficiency by delivering prompt service support at 1st and 2nd level of escalations.
• Services to be deployed and supported are Internet and VPN which are deployed via various last-mile access technologies such as VSAT, Optic Fiber, Microwave Radio, Wifi and Outdoor 4G LTE.

Duties and Responsibilities
Strategic Insight and Integration:

• Provide clear direction on all Operational Process and Procedures (both tactical and strategic goals) for an efficient network operations.
• Development and adhering of standard operating procedures for deploying all our products and services.
• Develop the unit annual budget and providing inputs to the departmental annual budget.
• Provide technological innovation to deploy more services which are cost effective.
• Keep abreast with latest happenings in Last-mile access technologies.
• Attend project & departmental meetings

Technical / Analysis and Problem Solving:

• Ensures eStream services are deployed in accordance to the quality standard and specifications.
• Ensures proactive monitoring of all services to deliver 99.9% availability.
• Ensures that there is no course to revisit sites deployed within 6months.
• Provide proactive technical solutions on network issues escalated to the 2nd level.
• Ensures 90% implementation of the annual maintenance plan
• Ensure all resolvable issues (within control) are resolved within the specified OLA time.

Leadership:

• Ensure team maintains and updates knowledge base related to supported technologies and applications
• Manage Regional Field Service engineers for optimal network operations.
• Team lead special deployment projects.
• Regular training of Service Desk team members for effective 1st level troubleshooting
• Regular coaching of direct reports

Interpersonal, Relationship Management & Collaboration:

• Establish and maintain good working relationships with other departments, teams and Clients.
• Liaise with 3rd party vendors in delivering quality service.

Communication:

• Provide and present company wide Weekly Operational Status reports including Service Deployment Report to all stake holder.
• Escalate 3rd level issues (not within control) to OEM’s; 3rd party providers and SM Network Planning & Optimization.

Customer Focus:

• Ensure adherence to customer specification and SLA
• Prompt resolution of 2nd level issues and some 3rd

Financial Management:

• Develop annual budget for the department

Requirements
Education & Work Experience:

• Bachelor's degree in Information Technology, Computer Science, Electrical Electronics Engineering or related field
• Minimum of 7 years work experience in a relevant role.
• At least 5 years’ experience in an ISP environment deploying Microwave radio, VSAT Links and Wifi Solutions.
• Affiliation with 2 relevant professional bodies.

Competency, Skills & Certifications:

• Project Management Training (PMP)
• GVF 510 Certification
• CWNA Certification
• iDirect IOM (or similar training)
• MTCNA / CCNA - Cisco.
• Strong RF Technology Skills - Aviat, Dragon, Cambium, Mikrotik, Ubiquiti.
• VSAT technology Skills - iDirect Technologies.
• Leadership, Relationship & People Management

KPIs:

• Ensure all deployment are done within 7days.
• Ensure Quality of deployment meets 100% eStream standard.
• Ensure a weekly record of 99.9% of network availability.
• Ensure all 1st and 2nd level escalation are done within agreed SLA
• Ensure 20% cumulative quarterly cost savings on all deployment.

Working Conditions:

• The incumbent may be required to sit in cold (air conditioned) rooms for a long time.
• The incumbent may be required to travel out of station often.

Physical Requirements:

• This position does not require any physically demanding task. However, the incumbent should be physically fit to withstand the mental demands.

Direct Reports:

• Team Lead, Service Deployment
• Regional Field Engineer
• Power Technician and Riggers
• Shift Engineers