POSITION

:

Manager: Network Fault Management
GROUP
DIVISION
:
:
Operations/Engineering
Network Management
BAND : G (LEVEL 4)
LOCATION : Kinshasa
REPORT TO : Head of Network Management
DATE POSTED : 26 / 05 / 2014
CLOSING DATE : 30 / 05 / 2014
E-MAIL : recruitment@vodacom.cd

MAIN FUNCTIONS AND DELIVERABLES

Manage Network Fault efficiently for quick service restoration as per business requirements and expectations
Implement service strategy to ensure SLA and OLA for continual service improvement
Manage processes and procedures for optimal services interactions
Demonstrate strength on problems diversity and solving
Keep up to date with a constantly service management
Ensure availability of different services, as means of delivering value, as offered and expected by Vodacom Congo.
Providing guidance to Fault Management team to endeavour successfully and efficiently incident occurring in the
network
Ensure changes are implemented for necessary improvements to increase or maintain services value to customers,
continuity of services, achievements of services levels, and conformance to standards and regulations.
Ensure that Vodacom Congo is in a position to handle costs and risks associated not only for operational effectiveness
and excellence but for distinctive performance.
Ensuring that strategic objectives are ultimately realized through Service Operation, guiding how to provide stability in
service operations.
Ensure day-to-day operations of services, and service management processes
Ensure acquisition of active monitoring tools allowing proactive management of incidents
Ensuring Software license monitoring for optimum/legal utilization and allocation
Ensuring technology security processes and policies are efficiently followed and implemented
Understand the insights of business continuity principles and processes.
Have the ability to detect and resolve Incidents resulting in lower downtime to the business, which in turn means higher
availability of the service.
Show the ability to identify potential improvements to services, as a result of understanding what constitutes an Incident
and also from being in contact with the activities of business operational staff.
Determine Incident prioritization by taking into account both the urgency of the Incident (how quickly the business needs
a resolution) and the level of impact it is causing; an indication of impact being often (but not always) the number of
users being affected.
Make sure Incident Functional escalation as well as Hierarchic escalation is done according to existing processes and
procedures.
Ensuring the primary objectives of Problem Management is to prevent Incidents from happening, to eliminate re-
occurring Incidents and to minimize the impact of Incidents that cannot be prevented.
Provide technical knowledge and leadership in the network Fault areas
Ensure necessary training, awareness and experience levels are maintained within the team.
Report to senior management on all technical, design, strategic issues related to network incidents and problems

Role Requirement
Essence of the role/Key
Accountabilities
Key Activities / Decision Areas
Network Fault Management
Key Activities:
Manage efficiently network incident as per the existing policies and
procedures
Conduct or lead investigation of the network incident
Prioritize incidents and trigger the escalation procedure
Report on incident and follow up on recommendations

Key Decisions:
Communicate the issue to all stakeholders
Update regularly the progress on the resolution
Ensure efficient network monitoring with relevant tools
Interact with different supports for quick resolution


Incident Management

Key Activities:
Ensure for each incident a TT is logged
Determine the type and the nature of the incident
Identify if its a recurrent incident or not
Log a problem if the incident has re-occurred at 3 times

Key Decisions:
Lead the FO and BO for the incident quick resolution
Drive the team on duty and make sure they are complying with existing
P&P
Report and issue recommendations to be implemented WRT incident


Problem Management

Key Activities:
Set up meeting on pending network problems
Drive the meeting with relevant support to address pending problems
Follow up on recommendations and action plans

Key Decisions:
Push the recommended actions to be implemented as per deadlines
Ensure the problem is resolved within recommended timeframe


Services Management

Key Activities:
Ensure SLA and OLA are followed
Ensure customers complaints are resolved within the ATW
Ensure services values are continually improving

Key Decisions:
Ensure interactions with different divisions are happening
Ensure customers satisfaction is the key driver of the business
Make sure there is an existing plan for continual service improvement

Job Specific Requirements
Competencies (Knowledge, skills and attributes)
Person Specification
Competency / Performance Drivers Technical / Professional Expertise

Dedicated;
Customers obsessed
Innovation hungry
Ambitious and competitive
Excellent communication skills;
Good business knowledge or perspective
Ability to handle complex matters
Analytical & Problem Solving
Strong Adaptability behaviour
Pro-active & dynamic
Engagement, Trust, simplicity and Applied
thinking required
Customer obsessed



Broad knowledge in Telecommunications networks
Excellent Knowledge of IP connectivity;
In depth knowledge in Network Management
Excellent understanding of Wireless Access networks and
underlying architectures;
Analytical skills
Muti task management
Ability to prioritize
Proactivity
Effective conflict management
Ability to work under pressure
Strong communications skills



Qualification

Diploma or Degree is required
Degree in Electrical Engineering or Electronic Engineering or equivalent.


Leadership competency requirements

Minimum 3 years in Network Management Environment
High skills in problem solving and network Management
Minimum of 5 years experience in telecommunications industry;