Occupation Description
Primary Purpose
Responsible for measuring and assessing the effectiveness of departmental processes and procedures. Ensuring quality processes and programs are being utilised and are effective by developing performance measurements. Conduct diagnostic and system repair for clients. Ensure that client's systems are working correctly and achieve customer satisfaction on products and solutions.
Responsibilities
- Establish and evaluate measurement tools to assess the effectiveness of work processes, policies, and procedures.
- Recommend improvements in methods, budget expenditures, equipment usage and procedural modifications based upon statistical and process analyses.
- Resolve problems concerning departmental functions, processes, procedures.
- Supervise the preparation of various reports, compiling data from variety of other sources.
- Ensure effective and timely resolution of customer escalations.
- Responsible for operating efficiencies and establishing and maintaining operations readiness.
- Serve as single point of contact for all problems in the field operations environment; aggressively pursues root causes for service failures and communicates regularly to management.
- Establish and maintain strong vendor relationships with local providers
- Involved in the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe technical operation of the department.
- Manage 24x7x365 support team; schedules on-call rotation, handles task assignment and projects
- Recruit, manage and develop a team of field technicians
Requirements
- Degree in Electrical Engineering, Computer Science, Information Technology, Telecommunications, or a related equivalent
- 3 years experience
- Preferably with knowledge of major telecom products/ solutions
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