Our client, a leading provider of ICT services, is looking for a Senior Network Operations Manager to join their team.PurposeSenior Network Operation Managers are responsible for keeping track of the day-to-day operation of all Active network related systems/equipment, projects, issues and incidents, and making sure they are healthy and running efficiently. This position will cover network performance, availability, ensuring compliance with SLA, customer satisfaction, Active network high-level support, fault, and incident management.Overall ResponsibilitiesManaging day-to-day system health-check. Engagement with all relevant active network team managers to collect and organize the network health status.Provide proper network performance and health reporting on systems, equipment, and active networks including the company's IP and DWDM and SADV networks.Providing high-level support on active network related issues and complaints, acting as point of contact between Active network teams and other related departments including CX, NOC, Regional teams, and ISPs.Monitoring and managing network performance, reliability, and availability while ensuring compliance with SLAs.Direct engagement with NOC management on understanding and resolving network operational issues and challenges.Fault and incident management on all Active Network related issues including providing incident report documentation.Providing guidance and support to resolve problems quickly and efficiently.Network capacity management and reporting.Monitoring and oversight of all active network changes executed.Daily check-in with the NOC on previous days resolved incidents and current open incidents.Engage with the NOC on any incident discovered by NetOps and manage to resolve the issue in cooperation with NOC and active network teams.First point of contact for incidents that require NetOps attention. Appropriate resources to be allocated for troubleshooting.Quality acceptance of the project.Manage vendor performances based on contractual obligations.Escalating operational issues with vendors and ticket tracking.Manage escalation of faults with vendors and inform all stakeholders of status.Onsite support, remote support, and troubleshooting nationally.Regional and national escalation of faults.Develop and enforce network policies and standards while ensuring adherence.Managing all relevant possible automations to assure network performance improvement and system health-check.Provide Standard Operating Procedures (SOPs) to clear faults and resolve problems encountered and share it with other relevant departments.CommunicationEngage with internal teams and external vendors to understand and solve network related issues.Engage with regional, internal, and external teams including vendors in network related daily operations.Probe to determine the actual nature or underlying cause of technical network problems/issues.Explain procedural approaches effectively to relevant parties.Produce and maintain fundamental documentation of standards and procedures.Provide daily and/or weekly reports on working equipment and systems.Take instructions from own manager.Escalate, internally, issues as needed.First point of contact for incidents that require NetOps attention.Provide communication between all relevant parties and Active network team departments.Problem SolvingInvestigate and evaluate problem areas and propose possible solutions.Escalation to Vendors and management and tracking of complex issues.Translate problem findings into Incident reports with solution recommendations.Manage to solve standard, albeit more complex, problems in engagement with relevant departments.Provide in-depth expertise, initiative, insight, and interpretation in fault-finding to facilitate faster solutions.Interpret and provide advice to resolve issues.Decision MakingMake recommendations regarding process optimization.Use technical and theoretical team knowledge to recommend concrete action plans.Resolve technical queries and issues within active network nationally.Make recommendations for improvements nationally.Seek active input into decision-making when providing support services and solve queries within clear guidelines and precedent.Report and escalation to management where higher-level decision making is required.People EngagementProvides an advisory function.Drives established timelines and aligns others to this.Management of vendor and regional teams - leading others.Communicates and engages with external parties in a manner that represents the company favorably.Engages in activities for own development / participates in planned activities that are appropriate for own development.FinancialProvides input into network forecast planning.Contributes to cost saving efficiencies through caretaking of assigned equipment/instrumentation/vehicles etc.Adhere to Service Level Agreements (SLAs).CustomerDelivers customer service through holding vendors accountable to meeting quality service standards.Identifies best practices for working with or adding value to the customer.Works with project teams, internal teams, Regions, and management.Adhere to national network KPIs to meet the internal and external requirements.ProcessDocuments learning experiences to update procedures and practices.Uphold operational excellence through identifying and recommending new and/or upgraded technology processes.Ensures continuous process improvement to enable effective operational processes.Aware of interdependencies between all projects.Keeps track of contractual agreements; perform and complete expected deliverables.Complies with operational Health and Safety requirements.Education, Skills & Experience – Subject Matter ExpertiseGood knowledge of Network related domains including IP, DWDM, and ISP.Good knowledge of regulatory procedures applicable to active network related domains.Very well understanding of network operation.Well understanding of network high-level support, incident and fault management procedures.Good understanding of people management.Minimum QualificationBTech/bachelor's degree in IT/Electronics or related Network engineering qualifications.Minimum ExperienceFour to five (4-5) years' experience in operation of the network and telecommunications industry, in a Carrier / Mobile / Enterprise environment.Should be able to communicate & collaborate across the Enterprise (Cross functional seamless execution) and develop strong relationships with Internal and External customers.Should you not receive a response from us within one week of your application, your application has unfortunately not been successful.You can visit our website for more vacancies: www.wePlace.co.za / LinkedIn www.linkedin.com/company/wePlace
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