Special Services Operations Manager

About
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 involves developing a specific robust escalation process with clear protocols, timelines, and accountability frameworks. The role holder shall ensure the establishment of a capability to convene a war room immediately for critical incidents requiring multi-stakeholder coordination, with predefined escalation matrices.

Responsibilities

• Ensure the implementation of a specific view of real-time monitoring, analytics, and service assurance.
• Own related incidents and issues, ensuring special services continuity, availability and customer satisfaction.
• Provide and direct adequate staffing for 24/7 coverage in tier 1 and 2 to monitor alarms of all special services across various technologies.
• Drive proactive fault handling and maintain the 24x7 network and services availability within acceptable levels.
• Analyze and study network failures and outages, providing necessary recommendations to improve network stability for special services.
• Coordinate and support inter-technology operations and ensure escalation to all relevant teams and vendors for related issues.
• Ensure a tightly controlled change management process for all network, IT, and service changes, incorporating automated validation checks.

Requirements

• 4 - 6 years of experience in the Telecommunication industry.
• Bachelor's Degree in Engineering or Business Administration.
• Relevant certifications are advantageous.