Operations Manager FTTH

The Operations Manager is responsible for planning, executing and evaluating projects & operations according to predetermined timelines. The role involves building and managing operations teams, reporting to the client and the GM/COO, and ensuring quality control throughout maintenance life cycles.

Key Responsibilities

• Develop a preventative maintenance programme that reduces ticket numbers and improves quality
• Manage SLA and KPI performance by technicians in resolving support tickets / faults
• Monitor technician utilisation and ensure each are effectively and efficiently utilised.
• Ensure fault resolution comments are completed and detailed on Sales Force (or related system)
• Manage Cutover and outages as per SLA
• Manage and resolve escalations on a case-by-case basis
• Ensure all installations / links that are scheduled are attended to at scheduled time
• Ensure customers are kept informed of ...