VAC00697-Department Head - IT Operations
Technology
place
Muscat, Oman
Short description
Internal and External
Ooredoo Oman Family Member
As the Departnment Head – IT Operations you will be responsible to Lead the department responsible for Operational assurance to assure the efficient daily operation of the Telecom’s networks and assurance of the technical support and provision for business customers. The role holder is also responsible for continual service improvement for the telecomm operations in conjunction with other internal departments and/or managed service and 3rd parties to ensure the highest level of operation service provision at all times.
Core Responsibilities
You will be responsible of the following:
• Ensure the management and monitoring of the Service/Operation Level Agreements and KPIs, including but not limited, the SLA of Managed Services. Ensure that all are achievable, hence assuring quality of service to customer.
• Manage the assurance of any required change through the effective implementation of process, procedures and rules prior to deployment of any change in the telecomm operation service or network as determined by those change management processes.
• Lead and manage a team responsible for assuring the operation of telecomm systems/service including, but not limited to, Core IP/MPLS, CS ( BSC/ RNC, MGW, MSS, HSS/HLR etc..), PS (SGSN , GGSN & IMS, WiFi etc.. ), VAS Messaging, Transmission VSAT, Transmission SDH and VSAT. Includes: assuring incident Management, Performance Management, Spare Part Management, risk management and Escalation Management.
• Lead and manage the team responsible for assuring the management of Operation Support Systems (OSS) and network management systems (NMS) and their Enhancements and integrations. Including:, Manage to upgrade the OSS or enhanced its functions & Features for securing the following operation management functions: Fault Management, Performance Management…etc.
• Lead and manage a team of technical manager and engineers responsible for assuring the support in provisioning business customer service in coordination with other operation teams.
• Lead and manage a team responsible to assure the After Sale technical support for fixed business customers connected to the fixed network via the different access technologies which can be wired ones like , but not limited to, FTTx, GPON, DSL ...etc or wireless like WIMAX, VSAT, MW, WIFI….etc.
• Manage all vendors or third party contractors responsible for assuring the service operation. Ensure that the managed services organization understands and maintains the right focus on scope of work and requirements to efficiently achieve the set goals.
• Ensures the team take the lead, manage and track the implementation of operation improvement plans related to the managed service (MS) organization in coordination with all concern teams in service assurance, NOCs, IT...etc.
• Ensures proper acceptance of new introduced systems/services in/over the telecom networks, based on agreed acceptance process and criteria. Liaise and coordinate with the concern teams in service assurance, managed service, planning …etc. in this regard.
• Manage the team responsible to assure the renewal of the operational contracts, taking into the consideration any new amendments and modifications based on operational needs. Liaise and coordinate with the relevant teams in service assurance, managed service, planning …etc. in this regard.
• Driver or facilitator for the continuous operation improvement, Monitors and follows up on the Managed Service Performance and minimizes the CAPEX and OPEX spend.
• Leads the defining and maintenance of all operational documents, processes ad procedures to regulate, run and maintain operations works and assures their effective follow up.
• Manage the service operation projects and acts as coordinator with the different operational departments and Managed Services Organization/vendor/contractor
• Manage the prepare operation of RFPs and large scale implementation plans, including tenders preparation, vendors pre-selection/ selection and short listing based on defined benchmark parameters, technical and commercial proposals evaluation, scope of work / contract annexes preparation.
• Inputs into the overall Technology strategy and ensures the Operation is in line with different strategies, commercial plans and technology evolution and is in alignment with OG international operation guidelines
• Prepare the department yearly budgeting exercise and ensures full alignment with all stakeholders. Plus supporting the director in budget preparation and justification based on e.g. commercially driven parameters.
• Manage the team on a daily basis including resolving issues and maintaining high motivation levels within the team.
• Leads, coaches and develops own team to drive up the level of capability across the department,
• Ensures all staff have in place a performance contract, are regularly and accurately appraised and have a development plan which is executed
• Delegate effectively to the team to provide opportunity for growth.
• Works as part of the management team within Service assurance & Optimization
• Talent Development of full team Talent Development & Succession Planning of direct reports.
• Identify Omani’s within the team and help develop and support their IDP, coaching them to prepare them for higher level.
• Coach and support team members as needed, set yearly targets and support their delivery
• 100% Clearance of Audit Points (not dependent upon external parties) within 3 months of Audit Point being raised
The Person
You should have a minimum of A bachelor degree in IT or Telecom. , or related subject.
8-10 years of experience in the telecoms or similar sector.
At least 6 years of experience in the operations of fixed and mobile networks including, but not limited, IP/MPLS, SDH, 2G/3G, WiMax.
At Least 4 years of experience in a management role of network operation.
In depth understanding of fixed and Mobile operators operations.
Significant experience in vendor and 3rd party management
Significant experience of Change Management within network operations
Demonstrable capability in Service improvement and fault management
eTOM Certified (Preferable).
ITIL Certified (Preferable).
Skills Required
Budget Development Strategy Development Operational change Management Process Development Service Support Provision and fault management Performance management and monitoring SLA’s development and implementation Vendor management Critical incident management
Leadership Business and Financial Acumen Development of Self and Others Influence and Persuasion Analytical and critical thinking Risk awareness Communicating effectively Relationship building Customer focus
Additonal Information
For all
internal Ooredoo Oman applicants that wish to apply to this vacancy; you are required to discuss with your line manager first before applying. You will also need to have been working in your current position for a minimum period of 24 months with a minimum performance Grade three rating.
Note: All the internal positions will be screened based on:
- Promotion Matrix
- Relevance Years of experience
First priority will be given to the applicants who will meet the requirements of the promotion matrix and who will have relevance years of experience as per the job requirements.
For all
Non-Ooredoo Oman employees who work for another operation under
Ooredoo Group you are required to seek written HR approval from your company first before applying.
