Role Purpose
The main purpose of this role is maintaining the core infrastructure of the existing network. The RNO is responsible for the integration and execution of the regional network transformation operations strategy and business plan that will enable innovative current and future infrastructure in the regions. Manage engineering build and field operations with a strong focus on the efficiency and reliability of the core and access network including all cable infrastructure. Implement and manage effective fulfilment and assurance processes to create and maintain a positive customer experience. This resource will be used as dual resource in South Africa (SA) and United States of America (USA). This role will require the employee to work on a rotational basis, 6 months in the USA and 6 months in SA. This role is essential to maintain the network in both SA and the USA, highlighting the need for continuity in these locations.


Duties and Responsibilities

• Ensure that technical aspects of projects are completed within the established budget, to be followed within the operations process.
• Managing contractor efficiencies and costs in line with Maintenance
• Budget, ensuring maintenance contractors invoicing is 100% accurate before submission to finance.
• Effective resource management (time, tangible or material) to reduce cost/ financial impact in delivering output in the role
• Ensure network maintenance issues are resolved within SLA/ 48 hours, ensuring quality of work done on the network is maintained at all times.
• Dealing with tickets and escalations on tickets effectively in order to foster an excellent customer experience.
• Build long term relationships with key regulatory stakeholders. (Facilitated by Key Account Managers and Service Delivery
  Managers)
• Improve brand awareness and positive customer experience. (Daily Inspections on uniforms and PPE)
• Distribute execution responsibilities to effectively leverage regional operations team.
• Effective management of key business processes outsourced to contractors to ensure customer satisfaction (Efficiency and stringent
  adherence on the Fault Repair process).
• Quick turnaround time to investigate and restore clients’ service. (Average MTTR Statistics)
• Maintain and enhance customer relationships provide continuous feedback to customers. (Case breaches where Maintenance updated
  and attended to the cases)
• Conduct complex negotiations with internal and external stakeholders and suppliers, ensuring customer satisfaction.
  Team Equipment and Material checklists are recorded and identified and escalated shortcomings to the relevant stakeholders.
• Manage the performance, productivity development and well-being of the team/s.
• Effective people management.
• Establish a conducive work environment.
• Ensure leadership and performance that are aligned with the culture and values.
• Develop a high-performance driven team.
• Manage the contractors on maintenance in the region.
• Accountable for infrastructure Deployment and fault resolution.
• Overall project quality and accuracy.
• Accountable for the management of network engineering and build ensuring reliable network.
• Accountable for the management of network operations ensuring operational efficiency and reliability of the technology.
• Ensuring that the core network is efficiently maintained and kept up to ZF Specification, this would include the use of all available
  monitoring software
• Report back to the Maintenance Manager on all work completed and repairs and issues on all work done daily.
• Monitor the progress of the Case resolutions within the region.
• All reports and activities on the network to be reported regardless of its extent of damage.
• Ensuring strict adherence to all SLAs
• Stay abreast of all industry and role related updates, developments etc. to ensure role efficiency, including team management and
  operational efficiencies.
• Learning and navigating through new systems and discovery of metrics that can be used as means for EXCO reports.
• Learning about Zoom’s current & new products.
• Adapts well to new situations, unusual demands, emergencies, or critical incidents
• Living, promoting and maintain the company’s values and contributing to a positive work environment

Qualifications and Experience

• Matric
• National Diploma in Project Management (essential)
• Telecommunications Supervisor/Team Lead for at least 3 years (essential)
  Network Owner Supervisor/Team Lead for at least 3 years (essential)

Competencies

• Driver’s License Code B- Motor Vehicle (with trailer)
• Knowledge and Experience
  • Contract and SLA management is essential
  • Project Management and CRM Software
  • Reporting and Analyses
    
• Leadership Competencies
  • Provides Corporate Governance
  • Maintains Self Awareness
  • Ensures Operational Delivery in Functional Area
  • Leads Other
  • Inspires others

Functional/Technical Competencies

• Administration - Performs activities related to an organization's administration such as computing, organizing, planning, scheduling, producing reports or filing.
• Business Acumen - Applies commercial insight to deliver a prompt and appropriate response to business matters to influence a positive outcome.
• General Computer Literacy - Good working knowledge of MS office software packages.
• Operations Management - Designs, executes and controls operations that convert resources into desired goods and services. Implements a company's business strategy.
• Project Management - Applying knowledge regarding principles, techniques, and tools used in planning, control, monitoring, and review of projects.
• Risk Management - Identifies, analyses, assesses, controls, avoids, minimises or eliminates unacceptable risks to a company.

Personal/Behavioral Competencies

• Analytical - Systematically examines and evaluates data or information by breaking it into its component parts to uncover their interrelationships so as to establish trends, changes and to identify risks in order to make meaningful business decisions.
• Attentive to Detail - Thorough. Gives care and consideration to all parts and aspects of tasks. Considers fine points.
  
• Communication Skills - Exchanges information, news, ideas and views to create shared meaning. Communication occurs between levels, departments and employees. Uses appropriate methods of communication and transmits clear, professional messages. Checks own understanding.
• Interpersonal Skills - Has a set of abilities allowing positive interaction and effective working relationships. Constructively handles disputes and people issues. Has skills in the areas of relationship building, communication, listening, delegating tasks, providing feedback and leadership.
• Manages Team - Dynamics Able to manage teams to achieve work goals and targets. Takes proactive action to ensure that behavioral relationships between members of a group who are assigned connected tasks within a company are harmonious and have a positive effect on productivity. Manages conflict timeously where required.
• Multitasking - Ability to execute multiple tasks concurrently without compromising quality or performance.
• People Management -
  • Recruit and onboard new staff members to ensure quickest time to performance.
  • Set meaningful performance targets for all employees and clearly outline efforts required to reach deliverables.
  • Explain how work roles contribute towards overall strategic objectives.
  • Support, coach and mentor staff.
  • Develop and agree upon standards against which to measure behaviour and performance up front.
  • Assess performance and behaviour.
  • Provide regular, constructive feedback and reinforcement regarding performance.
  • Counsel staff where behavioural problems arise.
  • Give recognition for work well done.
  • Encourage employees to adhere to company values
• Performance driven Puts in sufficient effort to meet or exceed business and customer expectations both in terms of delivery and quality.
• Able to act without being prompted to. Demonstrates a sense of urgency, self-motivation and ownership in work. Has a need for achievement. Achieves results.
• Solution Driven - Identifies problems, analyses problems, generates workable solutions and resolves problems according to acceptable business quality standards and so as to minimise workflow disruption.
• Team Player - Able to work as part of a team to achieve work goals and targets.
• Behavioral relationships between members of a group who are assigned connected tasks within a company are harmonious and
  have a positive effect on productivity

Working conditions

• Rotational basis 6 months in SA and 6 months in the USA
• Site work