Title:  Networks & Communications Operations Lead Manager

Networks & Communications Operations Lead Manager

What this role is about?

Networks & Communications Operations Lead Manager will lead the Global Networks and Communications Operations function in order to ensure highest availability of telecommunications services and minimize network incidents´ impact on whole JTGroup business. These services include but are not limited to all wide and local area networks, all global telephony services including IP Telephony, Call centres and related applications, remote access services and all Internet related access and security services.

Networks & Communications Operations Lead Manager is responsible for ongoing operations, ensuring maximum availability of telecom services, change management within defined service level, operational readiness of new services delivered, delivery of end-user requests. In this role you’ll act as the owner of Service Level Agreements, being responsible for ensuring service providers´ SLA compliance and publishing KPI and SLA reports periodically.

This function is strategic with a scope encompassing all service elements within the telecommunication services area.  

What will you do?

Team Management

• Lead and manage the Networks & Communications Operations team, establish and control objectives, efficiently delegate tasks and responsibilities to team members. Supervise, assist and coach team members while ensuring maximum availability and SLA compliance of the telecommunication services

Incident and Crisis Management and Support

• Develop, maintain and govern a standard set of procedures/processes to ensure maximum service availability, customer satisfaction and SLA compliance. Manage/Coordinate crisis situations to get issues resolved on timely manner and minimize the business impacts. Ensure awareness of IT senior management and provide frequent reporting

Change Management and Operational Readiness

• Ensure proper management, coordination and successful deployment within the V&N Operations Team and Service Providers Operations Teams for all changes impacting telecommunication services. Ensure full operational readiness of new services developed by service providers or V&N Technical Architecture Team before new services have been moved into production

Capacity Management                                                                                                      

• Ensure appropriate capacity measurement tools, processes are in place. Provide proper inputs, recommendations to the other V&N Teams concerning capacity improvements, eventually make sure customers are advised with capacity improvement recommendations

SLA / KPI Management                                                                                                       

• Ensure SLA compliance of all service providers. Review, evaluate Providers´ SLA reports and take required necessary improvement actions. Primarily responsible for developing/maintaining V&N KPI and SLA Dashboard

What are we looking for?

• University Degree in Computer Science or any equivalent field
• Strong IT telecommunication background. Project and Program Management. Enterprise Networks & Communications Architecture fundamentals
• Proven experience in working enterprise-wide solutions in Telecom environment in areas of Data, Voice and Video Networks, Remote Access, Intranet/Internet, and related security services. Problem, Change and Crisis Management experience. SLA monitoring and reporting
• Working/Managing service providers in outsourcing area
• Ability to work in multicultural environment with string interpersonal and communication skills
• Experienced in service delivery and communication with customers as being member of a customer facing organization
• High level of expertise in problem management and troubleshooting in Voice, Data and Video services
• Fluent English is mandatory

What are the next steps – Recruitment Process:

Thank you very much for your interest in the role. You are welcome to apply. We will make sure every candidate will receive a reply within 2 weeks after the application deadline.