Short description is;
O&M/L1 regional manager to supervise L1 activities of 500+ sites in North region of Pakistan. Manager is responsible to ensure SLA/KPI as agreed with the customer. The manager will supervise internal teams that consist of team leads for Telco and Non-Telco work and a NOC team. Manager will also make sure that the subcon does the work as per the requirement. All customer management and reporting is included in the manager’s responsibility.Long description.POSITIONO&M/L1 Regional Manager (North)JOB SUMMARYO&M/L1 Regional Manager (North) is responsible for managing all L1 activities for customer network and ensuring L1 KPI as per customer contract. The person will ensure service and satisfaction for the customer within agreed upon costs. The person will also be responsible for managing Subcons for the activities. The person will use his/her TELECOM skills and knowledge of systems and procedures to monitor customers' networks and services with the primary aim to maximize network availability for their customers.The person will provide network monitoring & surveillance, initial troubleshooting and maintenance escalation. This effort is directed at resolving technical problems associated with customer networks.
DUTIES AND RESPONSABILITIESManage routine maintenance of the customer sites as per the contractManage faults and other problems that occur during normal operationPrompt escalation & notification of major network faults and customer faultsProfessionally utilizing local systems and procedures to monitor and maintain customer network availability & integrityEnsure network faults and customer faults are resolved well within agreed SLAsAccurate & timely creation, updating and completion of all Trouble TicketsChecking all Trouble Tickets to ensure accuracy and completenessProvide prompt and regular feedback to customers in relation to on-going issuesTracking and directing the work flow of faults and planned eventsManage NOC, on-call and 24x7 shift rostersFollowing EH&S guidelines and company policies to ensure safety & well-being of own and team membersProducing network incident and periodic reports MAJOR CHALLENGES
Balancing internal resources against external customer needsManaging customers' expectation and perceptionBeing part of an on-line escalation chain The requirement to be: technically competent, ability to follow strict procedures, and having strong customer handling skillsEvaluation of technical support documentationAnalysis of customer feedbackQualifications Bachelors degree in Electrical, Electronics or TelecomExperience:Min 5 Years of related experience.Min 1 Year of experience on a similar role.Understanding of networking or telecommunications principlesExperience in TELECOM environment: installation and maintenance of GSM equipments is a must.Experience in customer service delivery is a must.
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