Manager, Network Operation Center

5 days ago

Manila, National Capital Region, Philippines EDOTCO Group Full time

The Manager, Network Operation Center strategically leads and optimizes EDOTCO's customer-facing operations, driving exceptional service, operational efficiency, and network performance.

The incumbent will lead a team of Engineers in the 24/7 Network Operation Center and optimize the performance of EDOTCO's Network Operation Center and Access Management functions by:

  • Developing and implementing strategic initiatives to enhance efficiency, effectiveness, and customer satisfaction in both tower and network operations.
  • Expertly overseeing and managing all customer-facing interactions, ensuring prompt resolution of issues and inquiries.
  • Driving continuous improvement in operational processes, resource utilization, and service delivery metrics.
  • Anticipating and proactively mitigating potential disruptions to network operations, maintaining optimal service availability.
  • Championing a culture of innovation and collaboration within the Network Operation Center team, fostering knowledge sharing and best practices.
  • Effectively communicating operational insights and performance data to senior management, contributing to data-driven decision making.
  • Collaborating with other departments to ensure seamless integration and alignment of Network Operation Center activities with overall business objectives.

Key Accountabilities

  • Develop and implement strategic plans for the Network Operation Center and Access Management functions, focusing on operational excellence, customer satisfaction, and resource optimization.
  • Oversee and manage all customer-facing interactions, including inquiries, complaints, and service requests, ensuring prompt resolution and adherence to SLAs.
  • Analyze operational data and identify opportunities for process improvement, implementing efficient and effective solutions.
  • Lead the development and implementation of innovative tools and technologies to enhance Network Operation Center performance.
  • Build and maintain strong relationships with key stakeholders across various departments to foster collaboration and alignment.
  • Prepare comprehensive reports and presentations on Network Operation Center performance metrics and key initiatives.
  • Manage and develop the Network Operation Center team, providing coaching and mentorship to ensure high performance and professional development.
  • Stay abreast of industry trends and best practices in customer service and network management, adapting strategies to maintain Edotco's competitive edge.
  • Spearhead and coordinate the restoration works in the event of Disaster or Hi-Critical failures with fostering effective communication with key stakeholders and the management to uphold the customers' satisfaction during disruptive events.
  • Oversee the review and approval process for all site access requests by ensuring alignment with company policies and security & safety standards; collaborate with relevant departments to assess access needs, and develop and implement site entry procedures to guarantee safe and compliant access to sites.
  • Oversee the performance of Smart Lock system and ensure strict compliance with the approval process; manage and maintain an inventory of Smart locks used at site, and ensure proper issuance, retrieval and tracking of smart keys and maintaining an accurate record of key holders.
  • Develop and implement contingency plans for emergency site access during critical incidents and disasters.
  • Oversee the contractual KPI with the MNO including but not limited to network availability, SLA penalty, and liquidated damages.

Qualifications, Skills & Experience

  • Bachelor's degree in a relevant field with significant experience in network operations and customer service may be considered.
  • Master's Degree is an added advantage.
  • Minimum 5 years of experience in a leadership role within a customer-facing environment, preferably in network operations or a related field.
  • Proven track record of success in developing and implementing strategic initiatives to improve operational efficiency and customer satisfaction.
  • Extensive experience in managing and motivating teams, providing coaching and mentorship for professional development.
  • Demonstrated expertise in analyzing data and identifying opportunities for process improvement.
  • Strong understanding of telecommunications networks and network management principles.
  • Proficiency in relevant software tools and applications used for customer service management, network monitoring, and data analysis.
  • Familiarity with industry best practices in customer service and network management.
  • Exceptional leadership and management skills, with the ability to motivate and inspire teams.
  • Strong communication and interpersonal skills, fostering collaboration and building strong relationships with stakeholders.
  • Excellent analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.
  • Proven ability to manage stress and work effectively under pressure.
  • Strong attention to detail and the ability to prioritize and manage multiple tasks concurrently.
  • Adaptability and resilience, able to navigate change and thrive in a dynamic environment.
Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Project Management

Industries

Telecommunications

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