Functieomschrijving The Wireless Operations Manager provides operational management and guidance to a team of Engineers / Technicians who are accountable for installation, configuration and fault management. This position provides technical support to NTT (Ltd) clients.
Manages teams of incumbents responsible for setup and installation of technical systems, applications, or process designs for client’s purchased or outsourced technology and business process solutions. Develops and implements policies and practices for client installations, including access management, data mapping and transfer, process documentation, testing and troubleshooting, and client training.
Interfaces with consulting, sales, and project management teams to develop strategy and resource plans to anticipate demand for implementation services and workforce needs. Provides client insight and feedback to product development and professional services teams for product and services improvement. May directly lead the largest or most-complex client implementations. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Job Description Key Roles and Responsibilities:
● Assume responsibility for the operational management and co-ordination of the activities of the engineers, in line with performance targets.
● Manage the execution of installations and other assignments as assigned by senior leaders.
● Manage initiatives to solve client problems and ensure the availability of resources to deliver against SLA’s.
● Manage complaint handling procedures or any major incidents that require intervention and ensure the prompt resolution of these incidents.
● Manage the quality of work by ensuring that the assigned infrastructure at the client site is configured, installed, tested and operational.
● Ensure the identification and development of a feedback; complaints and problem-solving procedure for clients to use ensure proactive incident management at client sites.
● Take full ownership for managing efficiency levels, streamlining procedures to deliver customer excellence.
● Provide technical consultation to clients when required.
● Assume leadership for relevant technologies according to domain or specialization and/or a variety of domains.
● Track and report on client technical engagements and analyse trends to identify areas for improvement.
● Provide advice to help the project manager achieve deadlines and goals.
● Sets team priorities and provide relevant direction to the team in achievement of goals.
Knowledge, Skills and Attributes:
● A good understanding of the vast range of IT operations and NTT service offerings
● Demonstrable knowledge and understanding of IT industry environment and business needs
● Display good levels of client engagement
● Service orientated individuals who are able to manage client value whilst maintaining profitable business results
● Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them
● Good collaboration skills and able to interact professionally
● Broad understanding of project management principles
Requirements Academic Qualifications and Certifications:
● Bachelor’s degree
● ITIL Foundation Certificate V3 (ITIL-Fv3) or equivalent
● Relevant technical certifications
Required Experience:
● Demonstrable level of relevant experience in similar role within a related environment
● Solid previous experience operationally managing a technical team
● Good experience dealing with clients and managing service levels
● Solid experience as part of a software or other technical service implementation team
● Project administration and reporting experience
Additional Job Description
Standard career level descriptor for job level: • Assignments are received in a goal-oriented format and resources are allocated to meet these goals • Gives guidance to subordinates but allows latitude within organization’s policies and procedures • Recommends policy / process changes that affect immediate area • Works on issues of diverse scope • Follows procedure when methods for solutions need to be selected • Acts as advisor to meet schedules or when technical issues need to be resolved • Responsible for schedules and performance requirements • May have budget responsibilities • Mistakes may incur costs or impact short-term goals • Interacts with subordinates, customers or peers from other areas on matters pertaining to functional area • Leads co-operation between members and teams.
