Head O & M

Job Responsibilities

• This position will lead the Operations and Maintenance team for the companies total outsourcing engagement with a new entrant in GSM market of India
• The Operations head will be responsible for the entire NOC (including operations, recruiting, training, managing and motivating) in support of the rapidly-expanding customer base.
• The Network Operations Centers will operate 24/7/365
• Inter-working with cross-functional teams to define, propose, and deliver innovative solutions.
• Effectively develop and implement best practices processes and procedures for all aspects of a 24/7/365 TAC/NOC for Network Infrastructure products
• Capable of leading the O&M team
• Develop coverage plans to ensure staffing levels are adequate to support a 24/7/365 operation
• Institute a center of technical expertise that provides quality support and resolution of customer reported events in a timely and effective manner
• Adhere to all developed/contracted Service Level Agreements (SLA) in association with specific services/customers
• Drive all necessary escalations, as required, through resolution
• Prepare and deliver all reporting metrics in association with the 24/7/365 operations center
• Incorporate all necessary product training and staff development to support changing and or new service offering
• Ensure all operating policies and procedures are developed, maintained and adhered to by all operations staff, including customer sensitive data and security policies
• Develop internal working SLAs to ensure Support Center Systems availability, to include redundant operations and disaster recovery procedures
• Establishment of KPI’s to support O&M quality initiatives, technology and process audits, and optimisation application management.
• Implement best-practice Policies and Procedures, Planning and Design techniques/tools in line with architectures and roadmaps
• Identify and implement new methods of reducing CAPEX and OPEX costs (e.g. new technologies, network modifications etc) along with network engineering teams.
• Build team by guiding and developing subordinates.

Key Skills:

• Bachelors degree, preferably in Computer Science
• 8-12 years of Senior Management experience with direct responsibility for a 24/7/365 Global Network Operations Center (Carrier and or Service Provider) - interfacing with field operations pre-post network live operations.