The role holder is responsible for monitoring and ensuring cybersecurity, firewall, and application performance, conducting thorough analyses, and developing KPIs to assess system health. They lead performance reporting, manage vendor compliance, and implement automated monitoring tools and quality control standards to ensure system integrity and operational efficiency.
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Core Responsibilities
- Perform monitoring and assurance across cybersecurity, firewalls, and applications, aiming for security and efficiency. This includes conducting thorough analyses of application performance and cybersecurity measures.
- Evaluate network firewall performance related to key services (e.g., roaming, 4G, 2G) and set KPIs that assess the health of network firewalls, focusing on utilization, RAM, interfaces, and other critical parameters.
- Lead the development and dissemination of detailed status and performance reports against SLAs and KPIs, covering system, network, data management, storage operations, and IT performance. Daily performance reporting on servers, storage, and backup systems is included, along with metrics for all Applications Operations services.
- Develop and ensure measuring of digital performance indicators, including traffic, usage, operational efficiency, API performance, and response times.
- Review the analysis of systematically collected performance KPIs for apps and cybersecurity to spot service deteriorations or potential areas of concern.
- Review regularly vendor and Managed Service Providers (MSPs) engagements to ensure they meet compliance standards, the quality and timeliness of deliverables, and performance expectations.
- Establish routine system and data reconciliation processes to ensure consistency across billing, network, and customer service platforms.
- Ensure implementation of automated tools for real-time monitoring and reconciliation of network traffic, usage data, and financial transactions.
- Develop clear protocols for discrepancy identification, analysis, and resolution between different IT systems and databases.
- Develop quality control standards for all IT operations, focusing on system performance, data integrity, and user experience.
Requirements
- A minimum of 8 years of relevant experience with at least 3 - 4 years of experience in a similar role.
- Prior experience in managing technology or service operations in a Telecom organization.
- Bachelor Degree in Computer Science or Engineering; Master’s Degree in Computer Science or Business Administration is preferred.
- Relevant certification in Advanced Project Management (PMP or Prince II) and relevant certification in change management or any relevant certification are preferred.
