Operation Assurance Director

Responsibilities:

• Be responsible for a team who should be available 24 x 7 for Severity Incidents.
• Act as a SPOC for Customer for any issues and partner concern related to daily operations.
• Ensure SLAs/critical metrics sign off every month (as per contract).
• Plan and design of a new Service, or change / update to an existing Service including any data analytics that supports it having a competence in Machine Learning (ML), Artificial Intelligence (AI) and Automation of Data Analytics.
• Ensure overall management and operations of the customers’ network within defined service delivery specifications, targeting Service Level Agreement (SLA) fulfilment according to contractual agreement.
• Maintain the relationship at different levels of works with the customer, ensuring customer happiness.
• Be responsible for the well-being of all staff in terms of their working environment and conditions of employment.
• To be able to deliver high operational & cost efficiencies.
• Conduct or participate in recruitment interviews for selection of personnel.
• Responsible for competence development activities required for efficient service delivery.
• Ensure the Managed Services organization is always adequately staffed with the required competence levels.