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The Operation Support Supervisor will be responsible for driving operational process & policy definition, improvements, documentation, and compliance management for the technical department. Candidate will led and coordinate across the business to understand, define and document operational processes and aid in metrics definition, gathering and analysis as it relates to process management.
Other responsibilities include:
Lead and coordinate across the business to understand, define,& document operational processes.
Responsible for documenting and keeping custody of all drawings, transmittals and version revisions related to all departmental projects
Responsible for handling ISO 27001, PCI DSS and ISO 9001 initiatives.
Accountable for daily implementation, governance and reporting of the Problem Management process throughout the network and ensure efficiency and compliance of the process in order to minimize the impact and risk of re-occurrence into the network.
Ensure that standardized methods and procedures are used for efficient and prompt handling of all network changes in order to minimize the impact of change upon service quality.
Identify opportunities to improve the day-to-day operations of the organization.
Facilitate the Network Operations Ticketing Data Assurance procedure to ensure full compliance by the GNOC team.
Maintain electronic filing and archive system and technical library for easy to issuance, storage, retrieval and management of documents to internal and external customers
Custodian for Network Operations documents that must be controlled and kept for audit/internal requirements as related to ISO standards
Coordinate Operational Spares Management procedure; and ensure the effectiveness of the controls and fulfilment of the procedure.
Act as liaison office to the BPM (Business Process Management) team in relation to document management processes and document standardization
Oversee the existing operations reporting architecture, whilst identifying areas of operational improvements and facilitating the implementation of recommendations.
Participate in systems and process tools validation (OSS/BSS) for Service assurance, fulfilment and management as required to achieve SLAs & KPIs.
Manage the Operational TMS Vendor initiative end-to-end ensuring proper coordination and operational functions are carried out as expected and recommend trainings as required.
Facilitate workshops, seminars, meetings and lead discussions across functional teams, including upstream and third party partners to close up process gaps.
Undertake in any other adhoc activity as assigned by the Operations Support Manager.
Qualifications, Skills & Competencies
Bachelor degree in Information Technology/Computer Science/Electrical & Electronics engineering (MSc. or MBA will be added advantage)
Minimum of 7 years’ work experience in a Telecommunication, ISP environment
Knowledge on Lean Six sigma and project management methodologies.
At least 4 years experience in Delivery/support operations, process & policy design, compliance and record management
Excellent communication skills (verbal and written) and research skills
Knowledge of process management framework (e.g ITIL, eTOM. Etc.) and ISO 9001 and ISO 27001 management systems.
Ability to implement KPI dashboard, 3rd party SLA computation and other metric calculation for network operations reporting.
Drive change management lifecycle, including chairing the CAB and effective coordination of change across multiple functions.
Knowledge in using document control software and drawings is required.
Proficiency using Microsoft Excel, PowerPoint, Word and Visio.
Ability to facilitate workshops, seminars, meeting and lead discussions across functional teams, including upstream and third party partners to close up action gaps.
Demands of the Job
Ability and willingness to work round the clock when required, and meet tight deadlines.
Good understanding and use of data reporting tools, ability to interpret trouble ticketing data and effectively present analysis with zero tolerance error.