Job Details
Type: Full Time
Post Date: 30+ days ago
Industry: Management
Job Description
Position Objectives:
To manage service assurance, performance and quality of network operations delivery for national public safety communications services in KSA
Job Description & Responsibilities:
Monitoring and reporting assurance activities with respect to KPIs and SLAs for network services delivery to public safety customers.
Ensure implementation of SLA management process for efficient and accurate reporting.
Be the SPOC and Customer Champion of network performance, representing the priorities and demands of the Customer towards the Network Operations function.
Collaborate with Network Operations teams to:
Establish and manage real time monitoring, daily/weekly reporting and dashboards.
Drive initiatives for automation and efficiency of reporting and SLA management processes.
Monitor and ensure effective fault handling, reporting & escalation via operational tools and processes.
Categorize faults, manage exceptions and SLA compliance assessment.
Highlight and investigate repeated Faults and major RC reports.
Governance of Service Excellence, including the Customer Complaints handling process.
Be the performance champion and the Voice of the Customer to ensure prioritization and focus on performance excellence for the Customer.
Monitor and oversee the implementation of Vendor managed services delivery processes across all network domains including Access, IPBB, 4G Core, MCX Core, Cloud.
Establish and manage the reporting of network performance and network operations activity on Monthly basis.
Monthly KPIs report
Monthly Availability report
Utilization Reports
Managing Proactive actions.
Managing CM processes, changes/upgrades,
Managing congestion mitigation plans.
Managing contingency plans.
Managing customer Experience.
Report to the Head of Operations Governance on a daily basis
Ensure performance requirements are met in the handover process from network delivery to operations.
Collaborating with the PMO network delivery, represents the requirements of network performance a service quality from Customer's viewpoint.
Provide network operations expertise, carry out process gap analysis and identify requirements for process development.
Arrange and participate in meetings and workshops on performance, service assurance and network operations as applicable to department deliverables.
Prepare reports and documents and initiate appropriate actions as needed.
Facilitate Knowledge Transfer through the preparation of training plans to coach and teach involved project staff in work processes and procedures.
Qualifications & Experience:
Minimum Bachelor's degree in Computer Science, Telecommunications or Engineering.
Minimum 10 years of documented professional experience either within an Operator or Vendor organization, with at least 3 years in operations management positions.
Strong knowledge and understanding of end-to-end network performance processes and SLA management for large 4G/5G mobile networks.
Excellent organizational, management and interpersonal skills, and well experienced in working in a multi-cultural and multi-national environment.
Excellent communication skills and fluency in English.
Proficient in MS Tools (Word, Excel, PowerPoint, Vision).
Norconsult Telematics is an independent, privately-owned consultancy, services and solutions company operating primarily in telecommunications and defence. In business for over 55 years, we've successfully delivered professional consulting services and completed projects in over 30 countries around the world, representing investments well in excess of US$ 20 Billion. Over our long history, we have proven our ability to manage large and complex multi-disciplinary international projects and continue to apply our skills to challenging projects worldwide.
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