Description
Operations Director - Mobile IP Backhaul
Our client a household name in the Telco sector are searching for an Operations Director for a Mobile IP Backhaul Network.
We are searching for either a permanent employee or a contractor to start immediately.
The candidate in this role is required to:
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Act as the single Service Assurance point of contact for the Customer and for the GPM team.
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Coordinate all the Services Assurance Delivery Centers (GWC, GNOC, TSO, RESO) and GNEIC, Field Forces for First Line Maintenance. Lead and manage all operational customer meetings.
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Translate contractual SLA/KPI into Operational Level Agreements (statement of work and metrics) with all T2R end-to-end stakeholders.
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Act as the end-to-end owner for incident, service, problem and change management.
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Act as a Certified Outage Technical Manager (COTM) during system outages and high impact issues.
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Drive Customer Satisfaction through the established CSAT survey mechanisms (PPE & Relationship) and by providing services that are fully compliant with the SLA/KPI.
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Establish Escalation management according the contractual terms.
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Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
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Ensure operational readiness across all T2R E2E stakeholders in new project and new technology introduction.
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Represent requirements for project-specific processes & tools.
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Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
Technical Skills:
Knowledge of NOC/GNOC processes (eg; incident restoration, network change management, ...)
Knowledge of NOC/GNOC tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools
Broad Multi-Vendor Product knowledge
Business case development skills
Engineering background or equivalent experience
Experience in Incident management & coordination
Experience in Maintenance, Network Operations and/or Technical Support activities
Experience in telecom technical domains
Knowledge of e-2-e Service Assurance Operating Model
Knowledge of proactive & preventive maintenance strategies, tools and techniques