McW Executive Search | McWillson Executive Recruitment

Key Responsibilities:

Only candidates authorized to work in Madagascar will be considered.

•Reporting to the Head of Performance Engineering
•Ensure all NOC processes are well adhered by CNOC and RNOCs as per SOP
•Ensure all tasks that are being done by security partner and maintenance partner are done to the acceptable KPI based on the SLA as well as operational contract
•Assist Solution Manager to create and maintain required documentation (policies, standards, baselines, guidelines and procedures)
•Work closely with NOC manager to understand and define KPI’s to meet required business expectations
•Trigger Problem Management procedures and processes based on Incident analyses and implemented work-around resolutions
•Manage Change management by Establishing and Implementing:
-Communication plans
-Change Management Strategies, policy and processes
-Stakeholder Analysis and Management Plans
-Change Readiness Assessment

•Coordinate with BI, project and operation and other stakeholders to make sure site are being updated in the official database (Red cube) the purpose is to ensure site data and asset are properly updated and tracked
•Responsible for managing all changes that are going to be done in NOC IT systems
•Provide daily and weekly report on Change activities , Site access, fuel reports and other report related to NO processes
•Be the point of contact to the customers and internal delivery teams for all network changes
•Build rapport and communicate effectively at all levels within customer and vendor organisations
•Manage use of Asset Management Systems through Change Management (Control) processes and governance procedures
•Maintain and improve the Problem Management process by working closely with the RNOC Managers, Field Supervisors and Tenants
•Create and maintain required documentation (policies, standards, baselines, guidelines and procedures)
•Conduct continuous process improvement for the Problem Management Life Cycle and Root Cause Analyses process
•Trigger Problem Management procedures and processes based on Incident analyses and implemented work-around resolutions
•Ensure daily reconciliation of Root Cause Analyses reports between us and our Customers
•Ensure timely logging and resolution of Site work orders by maintenance partner
•Manage Validate preventive maintenance and preventive maintenance audit are being done per business rules

•Work to achieve operational targets with significant impact on departmental results.
•Set up and manage adhoc meetings for day to day operational requirements as and when required
•Resolve escalations as per defined escalation/resolution procedures
•Design and implement operational changes and provide associated user impact assessment
•Improve productivity and quality through leading practice initiatives
•Provide inputs to the Manager (as required) relating to progress made within the department and in accordance with the measurement metrics set by the organisation
•Responsible for self-learning and development
•Ensure cohesive working with their functional area
•Accountable for meeting and prioritising own targets/deadlines
•Provide information to Manager on work accomplishments, individual/team challenges
•Lead team meetings and contribute on specialist/technical areas when required

Required Qualifications:

• Diploma / Degree Engineering disciplines in Electrical /Electronics / Telecommunications/ Computer Science
• 3 + years of NOC experience working in telecom systems
• 2 + years’ experience as a Change Manager in a telecoms/ tower/ network environment
• Experience in leading a team > in NOC

• Mandatory skills and attributes (e.g. technical, language, vertical, regional knowledge) – Technical, IT, NOC systems and procedures
• NOC process & business rules experience,  Computer Literate (Excel, Word, Outlook)
• Strong understanding of a Telecoms, Components and related technologies
• Ability to interfaces with all business units as SPOC for Incident Management

• Excellent communicator with a natural aptitude for leading a team
• Superior customer service and relationship management skills
• Work well in a busy team, being quick to learn and able to deal with a wide range of issues and lead by example
• Ability to assess and prioritise faults, identify trends and respond or escalate accordingly
• Ability to multitask in order to facilitate the resolution of multiple incidents at any given time
• Must have excellent verbal skills and be skilled in customer support capabilities
• Fluent French and good English

Please send your CV in English using  the link below;