General Manager - Network Operations & Support

Broad objective of the role Lead the Service Quality Management Function for global network infrastructure across the spectrum of Data, Transport and RF Technologies and Services. The role is responsible for Network Quality to Reduce repeat Incidents by doing Root Cause Analysis and implementing Permanent Corrective Actions to support upkeep of entire Infrastructure and backbone across Transport, IP and RF Layers and support revenue realisation targets of the organisation. The role is responsible for Service Quality and Analytics based service performance reviews and SIPs to ensure high availbility across the backbone network infrastructure defining Network health and best pratices across Service Assurance Lifecycle. This involves working with Engineering, Strategic Partners, Field Operations and Suppliers to maintain and deliver uniterrupted network and services for the customers Minimum qualification & experience Experience in Telecom Operations role having handled various areas including service assurance & field operations Other knowledge/skills Strong Cross-functional interlinkages, Technical ability, Ability to think long term and wholistic, Strong Service centric skills. Adequate Telecom Domain knowledge with majors in Technology and in-depth understanding of networks including but not limited to IP, Tx, RF technologies . Experience in Process improvement to gain efficiency in Operations. KEY RESPONSIBILITIES 1.Service Quality Management Plan and lead quality management for service assurance operations to measure KPIs and identify performance parameters - including platform and service availability to customers, identify key problems, Drive Projects to migitate issues based on Analytics Quality of service -Ticket Rate -Proactive vs Reactive -Resolution Efficiency -Repeat Rate -ME Proactivity 2.Service Quality Management Regularly measure, report and review services and network KPIs Identify exceptions, gaps across technologies Work with CFT for corrective actions Monitor process quality, Implement and monitor best practices Service KPIs, HFR and Problem Management KPIs 3.Supplier and Partner Management Manage suppliers fore nsuring uniform experience for Tata customers for partner managed services by conducting governance Ongoing Vendor Management activities like Contract renewals, AMCs, Vendor Service Credit Process and SLA management. SLA with service providers fault rate, MTTR, Repeat fault rate 4.Team Development Regularly review team structure and assess talent requirements Participate in the recruitment and selection process Conduct goal setting and performance review for the team Drive team development, engagement and reward initiatives Coach and mentor team members as required and ensure resolution of any people issues Train the team on new techniques and anaytics etc. - Team engagement - %age attrition - Manpower cost and productivity 5.Network Security Regularly review the security posture for the network infrastructure by scanning the devices and performing the fixes on the vulnerabilities detected. Maintaining network inventory, IOS compliance, firewall audits and their mitigation all becomes part of the responsibility. Timely scan of Infra - Zero Vulnerabilties - Drive risk accepted vulnerabilities to closure - IOS Complaince 6.Audits Lead manage, represent and own network team in the organisational audits for the network including but not limited to TBEM, ISO27001, DOT, TL9000. Providing inputs, leading the discussions and closure of any observations are part of the key responsibilities Zero critical observations - Drive high, medium, low observations towards closure Timely 7.Automation Lead manage, represent and drive Automation projects for IP, TX infrastructue along with CFT of IT, PAT and other stakeholders. Successful timely completion along with achievement of business objectives of SA are the key responsibilties of this function Timely completion of Automation Intiatives - Achievement of business objectives