VB Network Team Leader (_VOIS)

Job Description

Role purpose:Lead and drive service operation and delivery excellence through influencing team members and handling complex technical tasksEnd to End accountability on Services and people under his/her areaResponsible to perform daily operations, on call duty activities, project activities, service optimization, Responsible for delivering within the relevant SLA-defined Key Performance Indicators (KPIs).Recognize set-up dependencies, support troubleshooting and arbitrate between providers for issue handling.Strong focus on the technical coordination of the setup and implementation of deployments Key AccountabilitiesTechnical leadership? Responsible for on-boarding new projects and setting a clear goal with the customer requirements to achieve the company strategy.? Keeping track of technical team performance and delivery.? Making sure of high-level quality documentation for all new business process and technical processes.? Conducting monthly performance appraisal to review technical team performance.? Providing guidance and knowledge to the team members.? Provide day-to-day supervision, and delegate work assignments for all team members.? Responsible for new team members hiring and on?boarding.? Supervise standard and complex day-to-day operations to ensure that work processes are implemented as designed and in compliance with established standards and procedures.? Accountable to apply and oversee VBCO standards and ensure compliance, guidelines, templates, work instructions, interfaces and processes for all solution integration. Ensure Change and Configuration Management is aligned with design policies and operational procedures.? Accountable for service transition and service enablement, delivering smooth integration and knowledge transfer to support new VBCO ? Service Operations capabilities into the standardized Vodafone Group solutionsTeam Coaching and Development? Develop team members through monthly coaching, the provision of on target feedback, counselling and recognition.? Facilitate service evaluations to ensure the delivery of excellent standards of customer contact ensuring the achievement of KPIs and Customer Operations Targets.? Facilitate performance reviews using the ?Performance Dialogue? Framework for team members.? Ensure all team members adhere to Vodafone policies and procedures.? Adopt and ensure team member adherence to Acts and Regulations, including, but not limited to, the privacy Act, Workplace Health and Safety Act and Equal Opportunity Act.Team Support ? Manage the Human Resource aspects of the team members including the provision of support, counselling, guidance and advice.? Organize and facilitate Team Meetings and provide feedback to Business Support Managers and Business Operations Managers.? Ensure efficient and effective dissemination and communication of information to team members? Manage team and departmental Reward and Recognition ProgramsCustomer Management? Be the SPOC for the business partners and corporate accounts contracting for our services.? Prepare regular reviews for clients (Monthly performance, problem management, alignment calls?)? Ensure the delivery of the customer experience to customers in accordance with current Vodafone standards through monthly coaching sessions.? Be a point of escalation in the handling of customer queries and complaints to the point of resolution? Maintain an up to date personal and team knowledge of Vodafone products and services.? Be responsible for the real time activity and agent productivity within the Contact Centre. Leadership? Identify and provide recommendations and solutions to departmental issues and Initiate change throughout the contact center in line with our departmental goals? Participate in the preparation and implementation of operational plans? Understand and interpret organizational and departmental strategy requirements, and work with appropriate groups to develop workable solutions that impact on both customer and employee satisfaction.? Undertake project work as directed by managementOperation Support? Managing small projects and ad-hoc requests from management.? Analyzing volume trends and variation reasons.? Identify and provide initiatives to improve efficiency and productivity of teamOn boarding?s and change management? Review all new customers documentation and make the needed changes to SLA, OLA, IPD,? Maintaining Work instructions files updates and communicated? Review change requests and submit suggested enhancements to CAB (Change Advisory BoardBusiness Continuity Management? Contribute in Business Continuity Plan designing? Manage communication with different stakeholders of BCP to ensure successful testing/execution? Identify gaps/issues from BCP testing/execution and provide areas of improvement to management3rd Party Management? Liaise with counterparts in different parties and work jointly on gaps identified in both teams? Share SIP and Performance with 3rd Parties to ensure joint targets? Support 3rd Party when needed to improve their performance and advise on best practice Process Designing? Contribute in process designing of newly implemented services based on ITIL methodology and Best Practice? Consider impact on all involved parties in the process while designing the process? Ensure consent of all stakeholders before finalizing the procesProcess Designing? Contribute in process designing of newly implemented services based on ITIL methodology and Best Practice? Consider impact on all involved parties in the process while designing the process? Ensure consent of all stakeholders before finalizing the processCore competencies, knowledge and experience? Bachelor of Computer Science/Engineering.? 2 ? 4 years? experience in operating and supporting in IT infrastructure & (Networking or IoT)? Strong troubleshooting and problem-solving skills.? Fluent English both oral and written is a must.? Ownership and commitment attitude? Excellent analytical thinking skills and communication Skills.? Critical thinking, problem solving, design, and most critically, attention to performance, scalability, reliability, availability at the system and component level.? Handling multi-tasks.? Ability to work under Pressure and tight timelines.? Faster learner to new & Different technologiesMust have technical/profesional experience - CCNA certified- Minimum 2 years of experience in service desk management- Meraki Knowledge- good background of IPVPN or SDWAN#_VOIS

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