Etihad Atheeb Telecommunication Company

Job Description
Job Details Job Title: Grade: Job Code: Location: Report to: Riyadh Director, Network Operations Manager, NOC Division: Department: Section: Unit: Working Conditions: Operations Network Management Network Operations Network operations Centre Office 8:30 5:30 Reporting Relationships (Illustrative):

Job Purpose Manage and oversee GO NOC operations for the entire network for 24x7 using the network management tools to insure highest reliability and availability in order to provide best quality of services for the customers.

Key Responsibilities

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Develop NOC strategy, business plan and budget in line with Corporate Strategy. Define and update NOC units KPIs in line with Corporate Strategy. Develop/review policies, procedure, and processes for the NOC unit. Develop and insure the implementation of the processes, methods and procedures to carry the NOC duties and insure proper documentation and operation logging. Oversee the opportunities for enhancements for the network, operations and processes and insure the readiness of the infrastructure and facilities for the future development of the technologies and GO operations plans. Plan, develop and insure the operations and network KPIs are met with the highest quality and standards. Control network planned activities and ensure its execution without affecting the network KPIs.

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Etihad Atheeb Telecommunication Company

Job Description
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Plan, develop and produce periodic operations reports and provide recommendations for enhancements. Assist Customer Care in developing scripts/tools to allow Customer Care agents to perform first line support/problem diagnosis during the initial customer call. Plan and insure the development of centralized functionalities in the NOC in alignment with the overall operations plans and with coordination with field support, data centre, call centre, engineering, etc) Lead the NOC teams and manage their shift duties and ensure their proper performance and development. Cooperate with Customer Care to the definition of SLAs associated with network troubleshooting. Conduct periodic meetings with subordinates to follow up smooth running of activities and discuss their suggestions as well as adopt appropriate procedures and executive plans with respect to these suggestions. Review all reports prepared by subordinates and prepare periodic reports with respect to the function activities and achievements to be submitted to the direct supervisor. Recommend training needs of subordinates and evaluate the outcomes of training courses in coordination with the concerned human resources personnel. Conduct performance appraisals for subordinates according to scheduled plans and recommend necessary actions as per the applied practices. Practice duties and roles in line with the authorities as illustrated in the authority matrix. Perform any other duties related to the job as assigned by the direct manager. External Relationships To be defined once official processes have been established Internal Relationships To be defined once official processes have been established

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Qualifications & Certifications

Bachelor degree in computer sciences or any other related field. Experience

8 - 10 years of working experience in managing network operation centres.

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Etihad Atheeb Telecommunication Company

Job Description
Key Performance Indicators To be defined once KPIs have been established Competencies Core Creativity & Innovation Work Ethics & Values Team Work Achieving Excellence Customer Focus Visioning & Alignment Coaching & Mentoring Decision Making Delegation Managing People Conflict Management Attention to Details Accountability Business Insight Communication Reliability & Dependability Self Confidence Time Management Policies & Procedures Planning & Organizing Project Management Risk Analysis & Management Reporting Vendor Management Network Operations - NOC

Leadership

Professional

Technical

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