Network service Management

• Preparing daily workloads for staff & coordinating the daily allocation of work.• Motivating the team to achieve high standards and KPI targets.• Acting as point of contact for support groups for escalations and handling escalations .• Dealing with and resolving problems and issues which arise.• Orientation and assignment of junior and new staff to mentees and mapping progress.• Monitoring & reporting on standards & performance targets.• Arranging & chairing weekly team meetings, focusing on improvements & achievements. Implementing new initiatives.• Involved in the recruitment of new staff.• Praise team members and creates a positive working environment.• Ensuring all administrative and IT records are entered and updated correctly.• Providing prompt and accurate information on individual performance.• Coordinate with support group and stakeholders to build better working relationships• Summarize the day’s work and major changes through the day, and ensuring smooth and seamless transitioning of support to the parallel team in Argentina.

* Provide support to Network Comms Problem Manager (including deputising) * To ensure the quality of services and the execution of all processes (e.g. ITIL) are performed according to established global standards * Provide Subject Matter Expertise support to Problem Analyst(s) (including training where applicable). * Pro-actively trend Problem cases within area of responsibility * Monitor progress on the resolution of Known errors and ensure appropriate entries are made to the Known Error Database * Identify trends and potential problem sources, by reviewing multiple data sources in alignment with the ‘Trend Analysis’ process. * Liaise with internal customers and stakeholders to determine root cause and drive problem elimination. * Establish strong working relationships with Network Comms Infrastructure Service Managers and wider business stakeholders to drive service improvement. * Manage GSF Sev 1 & 2 case volumes in line with GSF expectations * Manage BAU Sev 1 & 2 case volumes in line with Service Management metrics

• Proactive and Reactive problem Management. • For Reactive Problem Management, o Handle high priority and high focus problem records.o Work with Problem Coordinators to identify the root cause and apply corrective/preventive actionso Ensure the problem record is updated regularly with the right updates.o Hold review meetings with customers on the problem records.o Assist Manger in reporting and BAU responsibilities • For Proactive Problem Management, o Analyse weekly, Monthly Incident and alert reports to determine trend and problem sources. o Review identified issues with SM’s to understand cause. o Raise PM tickets to resolve the issue

• Primary System Engineer Work• Review and update runbooks for escalation and work instructions on servers monitored• Participate and work in OAT’s on servers in pre-production view• Housekeeping on servers or issues in maintenance and on Mailbox• Incident Management during outages – identifying outages, opening/participating in recovery call, sending notifications and regular updates to stakeholders on progress on the issue, involving Incident Manger and Management in loop if need for ICC• Assist management in basic analysis and reports.

Core Competencies:• Incident Management for critical Incidents• Handling Key client and customer escalations • Managing Incident control center for critical incidents where services is impacted globally• Roll out of Service Improvement Plan• Analysis of customer complaints for all severity incidents• Expertise in Infrastructure setup, delivery and Operations Management.