Gauteng: Operation Lead posted by Tecnotree Corporation

About the Role

The Operations Lead at Tecnotree Corporation is responsible for managing the overall operations of the telecom operator effectively and efficiently. The role involves ensuring that the interests of the telecom operator are fulfilled, meeting agreed SLAs with Tecnotree, and providing proactive communication with customers and internal stakeholders.

Key Responsibilities

• Coordinate and collaborate with internal and external stakeholders
• Manage customer operations effectively with a customer-first mindset
• Prepare and participate in monthly operations governance review
• Participate in steering committee meetings organized by the customer
• Interact with senior management of clients to provide regular updates
• Build a strategy around continuous improvement, visible to customers
• Ensure the team of engineers performs activities such as:
• Problems, Issues, and Defects in Recording and Dissemination
• High-Level Diagnosis of Problems, Issues, and Defects
• Setting Severity Levels for Problems, Issues, or Defects
• Ownership of Problems/Issues/Defects Ticket until Resolution
• Tecnotree Application Monitoring to ensure service availability
• Provide necessary logs to different teams and all required support for issue resolution
• Co-ordination between Customer teams and other vendors involved
• Proactive identification of potential problems, issues, and defects by analysing trends and events
• Reporting on the performance of the operations team to customer stakeholders on a daily, weekly, and monthly basis
• Highlighting delays in planned activities, releasing solutions to business
• Proactive update on the status of reported incidents and service requests
• Proactive escalations for timely delivery and issue fixes
• Effective utilization of all allocated resources across all opcos
• Measuring MTTR and MTTF matrix at regular intervals for the team
• Opco profitability review as per organization’s defined goals
• Communicating and collaborating with client on production movement
• Ensuring team availability during production movement for assistance and last-minute decisions (rollback)
• Monitoring post-implementation activities
• Participating in application transformation activities by effectively collaborating with project, SI, and other internal teams
• Building strong relationships with customer’s stakeholders
• Repeated ticket analysis to show improvements toward incident reductions
• Identifying and proactively acting on potential operational issues
• Planning and demonstrating continuous improvements in operational efficiency
• Handling emergency or critical situations by establishing technical WAR rooms
• Providing training, assistance, or guidance to peers or team members

Requirements

• Strong Telecom Domain Knowledge
• Client Engagement Skills
• Strong leadership skills
• Good Analytical Skills
• Excellent communication skills (Written and Verbal)
• Excellent in troubleshooting
• Understand business priorities
• Knowledge of databases (MongoDB, MySQL, Oracle, PL/SQL)
• Unix (Solaris or HP-Ux or Aix or Linux) knowledge
• Rancher & Docker knowledge

Qualifications

• Formal education/certifications not mentioned.

Salary & Benefits

• Salary and benefits information not mentioned in the original job description.