Senior Performance Manager

Norconsult Telematics; Saudi Arabia; On-site; SAR 300,000 - 450,000; Full time

Job summary

A leading company in network operations seeks a Performance Manager to oversee service assurance and quality management for a nationwide mobile network project in Saudi Arabia. The ideal candidate will have over 15 years of experience in network performance processes, a Bachelor's degree in related fields, and excellent leadership skills in a multicultural environment.

Qualifications

• Minimum 15 years experience in network management.
• At least 4 years in senior operations management.
• Strong knowledge of network performance and SLA management.

Responsibilities

• Manage service assurance and performance of a nationwide mobile network.
• Develop and customize KPIs and reporting for network services.
• Ensure effective fault handling and SLA compliance.

Skills

Organizational Skills

Inter-Personal Skills

Communication Skills

Education

Bachelor's degree in Computer Science

Bachelor's degree in Telecommunications

Bachelor's degree in Engineering

Tools

MS Word

MS Excel

MS PowerPoint

MS Visio

Job description

Bachelor of Business Administration(Management)

Nationality

Any Nationality

Vacancy

1 Vacancy

Job Description

Position Objectives:

• To manage service assurance, performance and quality of network operations delivery for a nationwide mobile network project in KSA

Job Description & Responsibilities:

Service Assurance and Performance Management:

• Establish and operate network monitoring and reporting activities with respect to KPIs and SLAs for network services delivery to end-client.
• Ensure implementation of SLA management process for efficient and accurate reporting.
• Be the performance champion and the Voice of the Customer to ensure prioritization and focus on performance excellence for the end-client.
• Collaborate with Network Operations teams to:
• Develop and customize KPIs, SLA and NW incidents dashboards for all network domains, covering both service and node levels.
• Drive initiatives for automation and efficiency of reporting and SLA management processes.
• Monitor and ensure effective fault handling, reporting & escalation via operational tools and processes. o Categorize faults, manage exceptions and SLA compliance assessment.
• Highlight and investigate repeated Faults and major RC reports.
• Governance of Service Excellence, including the Customer Complaints handling process.
• Collaborate with internal end external stakeholders to ensure focus and prioritization of end-client user complaints.
• Monitor and oversee the implementation of Vendor managed services delivery processes across all network domains including Access, IPBB, 4G Core, and telco cloud.
• Collaborate with the Cloud Operations team to incorporate Cloud Observability into the overall Performance Management framework.
• Proactively evaluate service performance, develop and execute performance improvement and optimization plans for continuous improvement of service KPIs, network performance and utilization.
• Establish and manage the reporting of network performance and network operations activity on Monthly basis.
• Monthly KPIs, Availability and Utilization reports
• Managing Proactive actions.
• Managing customer Experience.
• Report to the Head of Operations Governance on a daily basis
• Ensure performance requirements are met in the handover process from network delivery to operations.
• Collaborating with the PMO network delivery, represent the requirements of network performance a service quality from Customer viewpoint.
• Review and assess operational process requirements for managing and controlling service assurance delivery. Perform gap analysis and collaborate with process experts to ensure effective processes are developed, implemented and ready.
• Ensure end-to-end SLA alignment between all parties engaged in network operations delivery and the SLA commitments to the end-client.
• Arrange and participate in meetings and workshops on performance, service assurance and network operations as applicable to department deliverables.
• Prepare reports and documents and initiate appropriate actions as needed.
• Facilitate Knowledge Transfer through the preparation of training plans to coach and teach involved project staff in work processes and procedures.

Qualifications & Experience:

• Minimum Bachelor s degree in Computer Science, Telecommunications or Engineering.
• Minimum 15 years of documented professional experience either within an Operator or Vendor organisation, with at least 4 years in senior operations management positions.
• Strong knowledge and understanding of end-to-end network performance processes and SLA management for large 4G/5G mobile networks.
• Excellent organizational, management and inter-personal skills, and well experienced in working in a multi-cultural and multi-national environment.
• Excellent communication skills and fluent in English.
• Proficient in MS Tools (Word, Excel, PowerPoint, Vision).

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