Team Lead: Operations

Role Purpose To assist Line Management in ensuring the management of network operations and staff compliment of specific sub-departments within the Region, including, but not limited to all the associated technologies, to provide a service that seamlessly integrates to the entire business unit and the overall Network. Role Description Ensure preventative, reactive and corrective maintenance on the LTSA Network and Customer Managed Services networks (inclusive of IP, Voice, Transport, Facilities, Optic Fibre Infrastructure and Managed Services – LAN & Voice). Coordinate technical teams and their availability to ensure field resolution within SLAs.Create and ensure compliance to maintenance plans and schedules to enable efficient services. Ensure fault management, diagnostics and resolution to meet Liquid Telecom requirements. Assist and support to create, review and revise service assurance processes to maintain compliance. Communicate and provide feedback during incident escalation process. Ensure spares availability for all Core, Access, CPE equipment, Facility and Optic Fibre infrastructures. Ensure the availability of correct test equipment. Provide necessary information for Root Cause Analysis for all Major Events on the Network to ensure systems are developed and put in place to prevent or mitigate its reoccurrence. Communicate with various stakeholders on the progress of repairs or maintenance to track progress against required LTSA standard and/or SLAs. Ensure the supervision and provisioning of new services to enterprise and managed services customers (Equipment, Optic Fibre and facilities).Assist and support implementation of infrastructure build and service delivery projects with field teams.Contribute to the execution of designs from Network Engineering, where necessary, to ensure seamless interaction between departments (Planned work).Implement quality checks prior to accepting new services into operational phase.Assist and contribute to business cases for various CAPEX and Revenue generating projects.Support equipment preparation and configurations, and ensure correct performance against ordered service.Attendance to site surveys and kick-off meetings.Ensure compliance to Health and Safety.Manage the recovery of equipment (customer cancellations).Ensure staff are trained and able to use various ERP tools used by the organization to support functional analysis and reporting.Ensuring that resolver groups maintain and use the Cramer and Remedy tools to ensure issues and their resolutions are captured. Manage and report on operational costs associated with staff such as overtime, allowances, leave and training, as set out in policy. Manage Occupational Health, Safety and Environmental programs within area of responsibility. Contribute and ensure teams align to programmes and processes to support various ISO accreditation. Effectively manage vendors and contractors to comply and align with various 3rd Party and customer SLAs.Implement shift rosters, to ensure 24X7 operations are fully staffed and maintained with competent individuals. Ensure discipline, training, and performance management within teams