Assistant Manager – Service Operation Centre, Careers at Dialog Axiata PLC, Colombo, Sri Lanka.

Job Overview

Assistant Manager – Service Operation Centre

The Job

• Leading Microwave, IP network, Fibre Network and Global MPLS system monitoring teams to identify network problems are detected within the given SLA and take timely actions to minimize the service impact to the customers
• Develop the processes and service/network monitoring procedures for Microwave, IP network, Fibre Network and Global MPLS system and align them with End to End vertical processes of the organization.
• Identify the tools and system capabilities required to perform Service and Network monitoring functions and lead with other supporting teams to implement them
• Define the technical knowledge baseline for service monitoring teams in each area under the scope in coordination with relevant domain experts
• Accountable for maintaining the tools and procedures up-to-date with system changes, new technologies and the changes in operation guidelines.
• Continuous optimization of the monitoring and operation processes to support for improving the overall service recovery (MTTR) and availability SLAs
• Lead the network monitoring teams and ensure 24×7 continuous monitoring of above specified network domains according to pre-defined protocols.
• Ensure timely identification, isolation, issue resolution and escalation of service and network problems by the teams in mentioned domains so that the service impact to the customers is kept at minimum level
• Direct the monitoring teams and coordinate with DevOps teams to obtain the support to resolve the issues to provide continuous service to customer.
• Conduct detail investigations on critical issues to identify the opportunities for improvements and implement them
• Identify the operation areas with opportunities for automation which leads to improve the resource optimization and process efficiency
• Develop detailed use case for automation of specific scope with business gains
• Lead the development of automation use cases in coordination with Network Automation support teams and operationalize them
• Identify the areas which can use AI/ML based analytical tools to improve the service and network problem detection
• Conduct trainings on technical areas/tools where team needs expertise/skills to effectively handle their job roles
• Analyze the individual and unit level performance of the service/network monitoring teams against the defined KPIs and SLAs to identify any gaps and plan for improvements
• Make recommendation to increasing productivity in the team based on team performance stats
• Responsible to ensure overall team efficiency and managing the staff with coaching and mentoring

The Person

• A B.sc degree in Engineering in Electronics, Telecommunications, Electrical & Electronics or Computer from recognized Sri Lankan University accredited by IESL
• MBA Would be an added advantage
• 4 Years post experience in Telecommunications industry
• People management and project management skills