Key Accountabilities :
Strategic Network Management: Devise and execute strategic plans for the Mobile Network division, ensuring alignment with organizational objectives.
Team Leadership: Supervise, mentor, and guide a team of professionals, providing technical guidance and support in Mobile Core, VAS, Roaming, Fixed Voice Core, IGW and IPTV Services operations Center.
Escalation and Reporting: Act as the primary point of contact for critical issues, reporting major concerns to the management team as per the company's escalation matrix.
Operate and enhance incident management activities on 24/7 basis at SOC to drive higher process and operational efficiency along with CR approvals involving monitoring service outage.
Identify and implement various SoC digital/innovative improvement initiatives.
Collaboration and Stakeholder Management: Foster collaborative relationships with service partners, stakeholders, and cross-functional teams to ensure seamless operations and effective issue resolution.
Process Improvement and Compliance: Continuously review and enhance existing systems, design, and architecture, ensuring compliance with industry standards and best practices.
Customer Satisfaction: Address and resolve customer complaints related to mobile coverage and quality, ensuring a high level of customer satisfaction
Manage and oversee the resolution of customer complaints related to Voice, SMS, Data, International roaming, International Voice and IPTV for Core across multiple domains. Ensure efficient troubleshooting processes are in place for timely issue resolution
Provide high-level support and prioritize critical cases to maintain customer satisfaction.
Use insights to identify and resolve domain-related issues impacting customer experience.
Initiate and manage performance and acceptance requests, contributing to SOC process enhancements and the adoption of new solutions.
Ensure network KPIs are met with the highest quality and standards.
Enable new SOC Dashboards with day-to-day and event-based incident management KPIs monitoring such as Alarms, TT SLAs and supported CRs by SOC. Dashboards to bring operational control over IT/Network SLO teams.
Qualifications, experience and skills
Qualifications:
Minimum Bachelor's degree in Telecommunication Engineering or equivalent
Experience:
10 years of managerial experience in the telecom industry with a focus on Mobile Core and Fixed Voice Core, IGW and IPTV technologies.
Extensive knowledge and hands-on experience with Nokia, Huawei Core technologies, Service and products.
Proficiency in managing Core Mobile/Fixed Voice, IGW and IPTV standards.
Skills:
Excellent leadership, communication, and problem-solving skills.
Strong understanding of network implementation and integration processes
Manager will be a key player in ensuring the smooth functioning of the Mobile Core, Roaming, Fixed Voice Core, IGW and IPTV Network and related services, guaranteeing top-notch customer experience, and contributing to the achievement of business goals through effective team management and technical expertise including manage Response & Resolution SLA.
Skills in complex multivendor network troubleshooting.
Skills in working under pressure and deliver results
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