Global Operations Manager
Recru-it
Northern Suburbs, ZA
1d ago

market related -

Our client in Johannesburg s northern suburbs is looking for a Global Operations Manager Responsible for managing the efficient, day to day operations of the Global Network Operations Department, ensuring stability of the network and optimal Customer satisfaction.

KEY PERFORMANCE AREAS

Manage Customer Satisfaction 30%

Manage Human Resources 20%

Manage Customer SLA’s 20%

Manage Client Networks 20%

Management Reporting 10%

COMPETENCY REQUIREMENTS FOR POSITION

Knowledge

  • Knowledge of Cisco WAN networks
  • Knowledge of Customer Service principles
  • Understanding of all applicable employment legislation
  • Skills

  • Written and verbal communication skills
  • Thorough understanding of network design
  • Works well under pressure
  • Key focus on time management
  • Works well in a team environment
  • Able to coach and develop others
  • Behavioral

  • Customer Responsiveness
  • Initiative
  • Strong Management skills
  • Leadership
  • Strong Problem solving
  • Attention to detail
  • Analytical skills
  • Stress tolerance
  • ITIL
  • CCNP / CCIP - CCIE is advantageous
  • BSc in Comp Science or Engineering
  • Formal management / leadership development
  • MINIMUM EXPERIENCE :

  • MPLS and SD-WAN Experience
  • Firewall implementation and support
  • Network architecture experience
  • Cyber Security Planning experience
  • Minimum 7 years in a Telco network environment
  • Minimum of 5 years in a middle management role
  • OTHER REQUIREMENTS

  • Must be willing to work weekend shifts on a monthly basis
  • Must be willing to work flexible shifts and overtime
  • KEY STAKEHOLDER RELATIONSHIPS

    Internal

  • Heads of Departments
  • External

  • Suppliers, Customers, Vendors
  • KEY PERFORMANCE AREAS & INDICATORS

    Manage Customer Satisfaction

    TASKS

  • Ensure Business Continuity plan in place for contingencies
  • Resolve and manage Customer escalations
  • Provide post major incident feedback to NOC
  • Attend meetings with Customers, when required
  • KPI’s

  • Accurate and up to date Customer back up information
  • Within Customer Service Level Agreements
  • Within 5 days of resolution of issue
  • Positive feedback from Customers
  • Tracking Report / BI Tool

  • BCP document & backup
  • SLA’s
  • Reason for Outage
  • Meeting Report
  • Manage Human Resources

    TASKS

  • Fill vacancies within 2 months
  • Achieve Employment Equity targets
  • Ensure efficent scheduling and workflow planning
  • Address all unauthorised leave and late coming
  • Accurate leave balances and planners
  • Develop competent, skilled staff
  • Formal performance discussions conducted
  • Conduct departmental meetings
  • Fair, ethical and timeous corrective action
  • Succession Plan implemented
  • KPI’s

  • Manage head counts within agreed budgets
  • Manage overtime within budget
  • Progressive and appropriate discipline
  • Maintain effective leave planning and absenteeism management
  • Facilitate training and development interventions
  • Review performance in discussion with employees, agree ratings and set goals for new period
  • Communicate and provide coaching to employees
  • Take disciplinary action where required
  • Develop formal succession plan for key positions
  • Tracking Report / BI Tool

  • Head Count Budget Vacancy List
  • Budgets
  • Formal discipline
  • Leave records
  • Attendance Registers
  • Skills Audit
  • PDPs
  • Record of discussions and Reviews
  • Record of Meetings
  • Counselling / Disciplinary Warnings
  • Succession Plan
  • Manage Customer SLA’s

    TASKS

  • Resolve and manage Customer escalations during incidents only
  • Develop service improvement plan to address major or repeated incidents
  • KPI’s

  • Within Customer Service Level Agreement
  • Plans are implemented
  • Tracking Report / BI Tool

  • Service Improvement Plan
  • Manage Client Networks

    TASKS

  • Ensure adherence to all company processes
  • Monitor, investigate and resolve incident volumes in Remedy
  • Ensure efficient processing of turnups and turndowns
  • KPI’s

  • Ensure compliance to ISO standards
  • Provide accurate feedback on open tickets
  • Turnups completed within 24 hours of receipt
  • Turndowns completed within 24 hours of cancellations
  • Manage Minimum of 50 turnups per month within the team
  • Tracking Report / BI Tool

  • Annual ISO Audit
  • Remedy
  • Remedy Reports
  • TASKS

  • Create weekly and monthly departmental reports for MANCO and EXCO
  • Represent department at MANCO meetings and provide feedback to Operations team
  • Analyse trends and ensure problem tickets are resolved
  • KPI’s

  • Accurate information, on time
  • Monthly basis
  • Minimise repetitive issues
  • Tracking Report / BI Tool

  • MANCO reports
  • Minutes of meetings
  • Remedy
  • Ad Visible Until : 20 December 2019 Ref : PE008006 / Siya

    Vacancy Type : Permanent

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