Role Purpose:
Coach and lead the SOC Transmission Team to ensure Transmission technical support delivery to our internal/external customers, according to the agreed upon standards.
Organize and follow up the day to day activities through:-
• Continuous follow up on assigned TTs to the team
• Continuous follow up on availability problems in area of responsibility
• Continuous follow up on critical sites in area of responsibility.
• Follow up for TE & owning E2E resolution on overall network
Respond to performance reports & Directs team to investigations.
Follow up the new network projects with the Transmission & 2nd line Teams.
interface with 2nd line Transmission & Datacom teams
Manage and Control All Defined SLAs with Concerned Parties “Transmission 2nd line – Site Restoration – Field & implementation teams”
Develop training plans to enhance team’s technical Skills
Review the network’s performance reports on daily basis to produce proactive plan actions or procedures.
Define and enhance monitoring controls needed to monitor Transmission & CPN network
Preparing regular reports regarding the Staff performance and innovate data collection and reporting methodologies.
Managing the automation stream for SOC Transmission & Datacom side
Responsible for the hiring process of the team members
Evaluate team members based on their performance and a development plan is set for each member.
Generate reports for network major incidents and Keeps track for preventive actions of lessons learned and shares those lessons with team members.
Motivating team members for team work activities in the most proficient manner.
Job responsibilities:
1. Maximizing Operational Efficiency:
• Ensure Efficient Network Monitoring/ Escalation and Troubleshooting * Network Monitoring and escalation 24/7
• Manage and assure the quality of the provided corrective & preventive Tasks and procedures Effectively plan
• Introduce effective tools and new operations models to regularly enhance the network.
• Risk management / Emergency Handling, by right decisions taking
• Continuously enhance all running processes and encourage automated tools / processes.
2. Staff Management
• Holding Bi-weekly meeting with the staff.
• Holding individual coaching and performance feedback meetings with the staff.
• Escalate hot and important staff related issues on time to the direct manager.
• Communicate all special messages to staff effectively and on time.
• Cost management.
3. Providing Best Customer Service
• Coordination with all stockholders to assure smooth work flow via the agreed upon SLA.
• Insure that customer's complaints are permanently resolved in proper time.
• Initiate and manage different work streams to enhance network availability to provide the customers best services.
• Plan and implement special projects to enhance network availability / performance and delight our internal / external customers.
4. Internal customer relation management
• Ensuring internal customer satisfaction
• Create, update and ensuring effective adherence to SLA with internal customers.
5. Projects participation
• Follow up with the Transmission Planning department the new projects.
• Full awareness of all project aspects and convey the knowledge to the staff.
• Presenting our needs & responding to others needs.
• Meet deadlines.
• The best fit for tasks, time & cost effectiveness.
Skills Required:
Core competencies, knowledge and experience:
• 4-6 years of experience in Telecommunication Industry.
• 3-5 years of experience in All Access Radio Access telecom Infrastructure & technologies, Together with robust Performance management Background
Must have technical / professional qualifications:
• Working under pressure.
• Quick, Active & high Paced
• Technical Troubleshooting Skills
• Good leadership and decision making skills.
• Risk assessment & Safety awareness
• Project management and cross functional skills.
• Innovative and creative.