About the Job
Responsible for managing and running 24/7 Carrier Support services domain for Technology Operations as an interface between external Carrier Partners, Business (Customer operations, IT, Commercial units) and Technology Operations. The nature of the position includes managing communication for technical coordination, Escalation, Change and SLA management. Managing International Carrier/Partner relationship & agreements financials & operations worth +500 Mn AED reflecting capacity of +10 TB traffic.
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Job Description
- Responsible for the planning and execution of the delivery of BSS components for the Ignite IT releases in collaboration with the vendors.
- Oversees the development of the solution design and the functional design specifications of Ignite and BAU work streams to ensure timelines and quality parameters are met.
- Manages and resolves intra- and inter-release dependencies with internal teams and vendor teams.
- Works with the respective Tech Product Owners to prioritize feature sets and major stories as required for the product backlogs and sprint backlogs.
- Ensure proper interfacing with business for alignment and clarification.
- Develop detailed reporting and documentation for all operational assessment activities.
- Manage the efficient daily operations and maintenance of the IT services using ITIL principles and industry best practices, automation and orchestration capabilities and ensure efficient service delivery.
- Maintain SLA and High Availability as per existing business requirements.
- Participate in the development of platform specific security standards. Work with the process and optimizations teams to work through potential process improvements.
- Review the documentation of Business Contingency Planning. Manage the testing business contingency plans. Report on the success of disaster recovery tests, ensures that results are published and necessary changes are implemented.
- Implement quality control measures for service assurance and service delivery improvement plans via new or improved operational processes and tools to ensure customer satisfaction, against ambitious financial and cost targets.
- Liaison with internal the company departments, teams, vendors, and suppliers to determine user requirements, execute tasks, and set service standards.
Requirements
- BSC of engineering in telecommunication.
- Minimum 10-15 years of experience in telecommunications / hi-tech industry.
- Minimum 10 years of experience in managerial roles in telecommunications industry.
- Minimum 10 years of experience in managing large-scale operational organization.
- Minimum 5 years of experience handling international customer & consortium operations & smart hands.
- Managing contractual wholesale agreements, CAPEX & OPEX financials & Operations.
- SLA Metrics definitions, commitments and large-scale incident handling.
- Proven ability to lead large transformation projects.
- Ability to lead teams and groups.
- Strong negotiation and facilitation skills.
- Proven track record of managing vendors.
- Proven track record in governance and financial management.
- Strong management skills in a multi-cultural and multi-national environment.
- Fluent in English and Arabic is an advantage.
