Head of Service Assurance | DRC

Position: Location:
Head of Service Assurance | DRC DRC
Industry: Job ID:
Telecom SADRC – 34


Head of Service Assurance

Responsible for all the O&M related activities to deliver the network availability target in the most cost effective way: all network elements operations, field operations, preventive and corrective maintenance, vendor support management, training, tools, operations organization. Responsible for the implementation of a network operation strategy according to the policies.

1.Network availability
To define an organization and processes to meet the network availability targets of all network elements (including spares and logistics requirements).
Key deliverables: Site availability, Channel availability, NEs availability.

2.Change Request Management
Secure the implementation of change request/work orders validated by the Network Operation Centre within agreed lead times (SLA).
Secure the proper integration of all new commissioned nodes received from the roll out / project team.
Take care of all preventive/corrective maintenance activities through internal change requests.
Key deliverables: Change request completion rate within agreed SLA, Network element integration, Preventive maintenance

3.Vendor management
Responsible for vendor management i.e. ensuring that vendors are performing and delivering services in accordance with the service support agreement and contractual SLAs, KQIs and CEIs
Ensuring that all the Trouble tickets and faults are resolved in the given time frame specified in the SLA.
Constant follow up of issues through regular operational and performance meeting with the vendors and suppliers.
Key Deliverables: Trouble Ticket generation and follow up with vendors. Support Services Agreement is enforced with relevant service credit management.

4.Network OPEX tracking and optimization
To manage all network operating costs (electricity, lease, field operations cost, service support agreement cost, preventive maintenance cost, staff training cost, vehicles fleet cost, tools etc…)
Key Deliverables: OPEX breakdown follow up, Number of site visits per site per year, OPEX per site per year, SLA, KQI and CEI based Penalties where applicable

5.Processes and policies
To implement efficient processes and policies for network operation according to the policies.
Ensuring that the implemented departmental procedures are 100% compliant with internal Controls.
Key deliverables: Processes definitions, documentation and enforcement; 100% SOX compliance; Security policies.

Deliver an organization (field operation, network element operation staff, 2nd level of support) and required resources (training, vehicles, tools) to deliver all the above objectives in a pro-active way and within the safety requirements (for riggers etc…).
Key deliverables: Get resources according to org chart, Development plan, Knowledge transfer etc

Required Qualifications:

-8+ years of telecommunications experience
-Good management background in the telecommunication industry preferably in the Operation or Support capacity.
-Bachelor degree in Electrical and/or Telecommunication engineering, preferably followed by a MBA or a MsC in Telecommunication.
-Very good Knowledge of GSM, Cellular technologies including UMTS and LTE, network operation, advance excel
-Documentation of processes and enforcement of high level of discipline
-Mobile network (GSM) expertise
-Vendor management skills
-Highly motivated with strong analytical and planning skills, good team player, can work independently with little supervision, responsible and have proven track record of meeting the deadlines, keen to learn new things. Cost focused. Sensitive to customer experience
– Strong leadership skills

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