Special Services Operations Manager

The role holder is responsible for creating a dedicated communication channel for notifications and updates to stakeholders for proactive incidents through messages, incorporating real-time alert systems. The position requires implementing a robust escalation process with clear protocols, timelines, and accountability frameworks.

Responsibilities

• Develop a dedicated communication channel for stakeholder notifications regarding proactive incidents through messages, incorporating real-time alert systems.
• Establish the ability to convene a war room immediately for critical incidents requiring multi-stakeholder coordination, with predefined escalation matrices.
• Leverage AI and ML for predictive maintenance and proactive issue resolution, including anomaly detection and trend analysis.
• Ensure the implementation of real-time monitoring, analytics, and service assurance.
• Provide and direct adequate staffing for 24/7 coverage in tier 1 and tier 2 to monitor alarms related to all special services across various technologies.
• Manage alarm handling, troubleshooting, escalation of outages, and ensure service continuity, availability, and customer satisfaction.
• Analyze and study network failures and outages, providing recommendations to improve network stability and availability.
• Coordinate and support internally and with external teams for issues related to Mobile, Data, Fixed, Transport, and Security services.
• Establish a dedicated, agile team operating 24/7 to oversee 'Special Services' operations.

Requirements

• 5+ years of experience in the Telecommunications industry.
• Bachelor’s Degree in Engineering or Business Administration.
• Relevant certifications in the field are preferred.