The role holder is responsible for ensuring the availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders. The role involves guaranteeing uninterrupted, highest-quality service delivery to all ‘Special Services’ customers and developing and maintaining a zero-interruption policy with rigorous service-level agreements (SLAs).
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Responsibilities
- Ensure business continuity and disaster recovery readiness, including regular drills, scenario planning, and updates to contingency plans.
- Ensure rapid detection, response, and resolution of incidents by the SEA team, contributing to the implementation of advanced incident management tools and training specific for SSEA.
- Collaborate closely with the Service Operations Center (SOC) for real-time visibility and management of services, sharing a unified operational dashboard.
- Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility.
- Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents.
- Implement a continuous improvement framework to enhance operational efficiency and service quality.
- Ensure end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards.
- Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives.
- Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services.
- Generate Daily, Weekly, Monthly reports for KPI and MTTR.
Requirements
- 4 - 6 years of experience in the Telecommunication industry.
- Bachelor Degree in Engineering or Business Administration.
- Additional education certifications are a plus.
