Purposee:

The applicant will be responsible for the entire NOC (including operations, recruiting, training, managing and motivating) in support of the rapidly-expanding customer base (NOC – Network Operations Center will operate 24/7/365) also will lead Operations and Maintenance team for the company’s total outsourcing engagement with a new entrant in GSM market of India.

Responsiblities:

- 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 Operations & Maintenance 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.

Experience & Qualification:

- 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.
- Strong technical knowledge in areas of telecom operations, OSS,BSS, ERP, CRM and SDP systems, as well as their deployment and management.
- Customer-focused, passionate about delivering exceptional Customer Technical Support
- Exceptional Communication and Customer interface skills;
- In depth knowledge to develop and operate a world class NOC. Must manage-up and manage-down well;
- Demonstrate leadership qualities/skills;
- Deliver customer facing quality and operations reviews regarding network performance, Implementation, Hardware, Networks, Customer support, Network Testing, management, motivation;
- Strong experience in NOC operating and performance management/enhancement and processes planning tools.
- Bachelors degree, preferably in Computer Science or Electrical Engineering