About the position
SENTECH Operations is looking for an Operations Manager based in Johannesburg OC responsible for overseeing and coordinating the activities of the regional operations centres to deliver services to SENTECH customers. Qualifications: Experience: Knowledge: KEY PERFORMANCE AREAS AND RESPONSIBILITIES: Financial Management Technical Support and Maintenance Quality of Service (QoS) Management Incident Management Technology Integration and Innovation Stakeholder Relationship Management Customer Relationship Management Leadership SKILLS AND FUNCTIONAL COMPETENCIES: CORE COMPETENCIES If you are interested and meet the required criteria as described above, please send your CV on/or before 06 May 2024. Appointment will be done in accordance with Employment Equity Plan of the organisation. People with disabilities will be given preferences and they are encouraged to apply. Medical examinations will be undertaken before successful appointment depending on the nature of the position. Sentech reserves the right not to appoint.
?Diploma/B-Tech/Bachelor's Degree in Telecommunications, IT, Network Engineering or relevant field.
?Honours Degree will be an added advantage.
?8 years' experience within the telecommunications industry and 5 years in a management role.
?In-depth knowledge of the South African telecommunications industry.
?Comprehensive understanding of telecommunications, managed infrastructure technologies, services and market dynamics within South Africa.
?Strong knowledge of telecommunication systems, protocols, and technologies.
?Proven experience in staff management and team leadership.
?Excellent problem-solving and decision-making skills.
?Effective communication and interpersonal skills.
Operations Centre Strategy and Planning
?Develop and implement strategic plans for Operations Centre activities.
?Collaborate with senior leadership to align Operations Centre strategies with business goals.
?Develop and maintain key performance indicators (KPIs) to measure the performance of regional operations
?Manage expenditure within the budget.
?Provide input to the department's budget.
?Manage all financial administration i.e. (payments, invoices, contracts with suppliers).
?Lead a team of technical experts to provide timely and efficient technical support to customers and internal stakeholders.
?Implement and maintain robust systems for monitoring network health and performance.
?Develop preventive maintenance schedules and oversee regular maintenance activities.
?Investigate and resolve network-related issues and outages promptly.
?Implement continuous improvement initiatives to enhance the quality of technical support services.
?Ensure that all network operations comply with regulatory and industry security standards.
Performance Monitoring and Reporting
?Develop and maintain key performance indicators (KPIs) to measure the performance of regional operations.
?Implement monitoring tools and systems to track network performance and availability.
?Generate regular reports on network performance, incidents, and improvements.
?Collaborate with other regional operations centre managers to benchmark and share best practices.
?Use data and insights to make data-driven decisions and drive continuous improvement.
?Define and implement Quality of Service (QoS) policies to prioritise critical network traffic.
?Monitor and maintain QoS parameters to ensure optimal service delivery.
?Collaborate with network engineers to troubleshoot and resolve QoS-related issues.
?Continuously evaluate and improve QoS policies to meet customer expectations.
?Develop and enforce QoS reporting and performance metrics
?Develop and oversee incident response procedures to mitigate network disruptions.
?Coordinate the resolution of network incidents and crises, collaborating with cross-functional teams.
?Implement proactive measures to enhance network security and resilience.
?Lead the creation of recovery plans.
?Maintain clear and efficient communication channels for incident reporting and updates.
?Identify opportunities for integrating new technologies and services into the network.
?Collaborate with research and development teams to assess emerging technologies.
?Evaluate the feasibility and cost-effectiveness of technology adoption.
?Pilot and implement innovative solutions that enhance network capabilities.
?Drive a culture of innovation and knowledge sharing within the regional operations centre.
?Build and maintain strong relationships with both internal and external stakeholders.
?Point of contact for Operations Centre related questions raised.
?Manage the customer satisfaction levels from surveys and feedback received for the team.
?Provide support in assessing the customer needs and market trends to enhance managed infrastructure services.
?Use customer feedback to drive continuous improvement initiatives within the Operations Centre team.
?Lead and mentor the Operations Centre team, providing technical guidance and support.
?Foster a culture of continuous learning and professional development.
?Conduct performance evaluations and provide feedback to team members.
?Provide ongoing training and professional development opportunities.
?Foster a culture of continuous learning and growth.
Desired Skills:
- Operational activities
- Performance Reviews
Desired Work Experience:
- 5 to 10 years Middle / Department Management
Desired Qualification Level:
- Degree
