[Career] Back Office Manager - Northern Africa

Back Office Manager
Location: Northern Africa


Key role responsibilities:
• Perform Second Line Maintenance support for all Core, BSS, TX, VAS, BS and other Network Elements and associated components
• Organize daily NOC operation meeting
• Ensure the trouble ticket resolution within required SLA
• Focus on the MTTR for all levels of faults and produce report for the department
• Coordinate directly with other dept. till the issue is solved
• Resolve the problems within SLA
• Take responsibility to maintain the network and take ownership in case of any critical outage / activity performed in the network
• Carry out hardware and software expansion/faults for the existing operational network
• Escalate the trouble ticket to third Line (Vendor Care services) when needed, and follow up until resolution / solution provided
• Suggest Optimization activities, performance and analysis
• Communication skill should be excellent and reporting abilities will be a plus point
• To be involved/supervise all related / critical planned activities, like migrations, Re-homing, Site shifting/integration, new node integration in the network or any critical fault occurs
• New software release update and implementation when they become available
• Monitor the system Clear Codes daily and perform activities to minimize the occurrence
• Attend/arrange meetings internally within BO team
• Recognize training requirements of the back office personnel and give coaching where applicable
• Get involved in software & hardware upgrade
• Provide technical support to FLM engineers in case of hardware / software issues at site
• Design Performance Criteria for BO engineers
• Work Plan for back office based on main goal and priorities defined by operations management
• Authorize NMS system / support systems and / or utilization of additional and specialized (custom) tools used
• Handle Management Escalation routines within the Back office
• Attend in managements meetings in the capacity of Assessment / Goal setting responsible for Back Office activities


Experience:
• Minimum 5 years of experience as a manager of a mobile network environment
• Well versed with 2G/3G switching network architecture & protocols
• Vendor experience of minimum 5 years in fault management
• Experience in system upgrades, expansions & health checks of the network
• Familiar with O&M and technical support work flow
• Troubleshooting experience at Tier-1 and Tier-2 support

Knowledge:
• Trouble ticket management, Prioritization, Fault diagnosis, remote fault resolution
• Change Management and control highly developed knowledge in Diversity awareness
• -Knowledge sharing ability with team members.

Skills:
• Ability to lead technical teams of 30 and more
• Communication skills at CTO level
• Presentation skills
• Process and Project Management
• Customer Expectation Management
• Vendor Management
• Configuration Management and implementation of the plan provided by planning
• Result oriented with good skills in leading and motivating people and conscious of the responsibilities
• Flexible and responsive to changing work patterns and demands
• A thorough and methodical approach to work.
• Highly developed interpersonal skills
• Highly developed skills in driving change
• Highly developed skills in knowledge sharing by actively contributing knowledge, experiences and skills to create a learning culture
• Customer Orientated with good understanding of service providers / operators Business requirements - be able to create true client value
• Good negotiation skills
• 100% proficient in English Speaking, Reading and Writing.
• French language is a preferred.
• Ability to work off hours depending on Network outages and customer requests
• 24x7 availability to support after office hours, and be able to relocate within the country
• Ability to handle multiple tasks in pressurized condition

Job Title    Back Office Manager
Post Details
Posted By    Shalley Su
Start Date   
Salary   
Email Address    ShalleyS@CommsResources.com
Category
Job Type    Contract
Location    Northern Africa
City or State    Nationwide