Operations Manager: Fault Management

Nexio; Wes-Kaap; On-site; ZAR 500,000 - 800,000; Full time

Job summary

A leading telecommunications company seeks a Technical Operations Manager to oversee fault management services. This role involves managing client incidents, implementing operational improvements, and ensuring compliance with SLAs. The ideal candidate will have a degree in IT or related fields, strong experience in operations, and a commitment to high-quality service delivery.

Qualifications

• 5 to 7 years in incident/event management environment.
• Expertise with fault management systems.
• Experience in SLA management.

Responsibilities

• Manage and coordinate all client incidents and events.
• Drive continuous operational improvements in fault management.
• Complete daily, weekly, and monthly dashboard reports.

Skills

Logical thinking

Teamwork

Effective communication

Curiosity

Time management

People skills

Education

Undergraduate degree in information technology, business management, or telecommunications

ITIL Foundation Certification

Matric

Job description

Job Description

Summary and primary objectives, scope of work, deliverables, and activities

Our client requires a technical operations manager to work within the operations fault management services (ASOC) environment, dealing with all incidents, events, tasks, and any tactical changes related to network management centre applications and infrastructure (telecommunications).

The Operations Manager is responsible for:

• Managing and coordinating all client incidents, events, tasks, and work orders for the division.
• Implementing conformance plans and conducting weekly operations meetings with stakeholders.
• Establishing service level areas and internal operational indicators.
• Ensuring timely handover of tasks to resolving teams, including third-party coordination.
• Scheduling staff within the service and support management environment.
• Driving continuous operational improvements to adapt to the ASOC environment and address process non-conformance.
• Completing daily, weekly, and monthly dashboard reports.
• Improving ITIL processes (Change, Incident, Problem) and policies to support organizational goals.
• Formulating and implementing departmental and organizational policies to maximize output.
• Monitoring and improving the efficiency of fault management services.
• Providing management reports and presentations.
• Facilitating coordination and communication between support functions.
• Ensuring adherence to rules, regulations, and procedures.
• Communicating monthly operational milestones to stakeholders.
• Implementing and maintaining Standard Operating Procedures.
• Leading staff performance management.

Key Indicators

The Operations Leader must review:

• Control over master incidents and ensuring correlation.
• Tracking logged incidents and ownership.
• Task allocation.
• Managing problems or escalations.
• Managing environment changes that could impact service.
• Metrics such as Mean Time to Log (MTTL), Mean Time to Dispatch (MTTD), and Mean Time to Close (MTTC).

Qualifications & Education Requirements

• Matric
• Undergraduate degree or equivalent in information technology, business management, or telecommunications.
• ITIL Foundation Certification

Experience Required

• 5 to 7 years in incident/event management environment.
• Expertise with fault management systems.
• Experience in SLA management.
• Strong IT knowledge and experience.
• Cellular infrastructure knowledge (advantageous).

Knowledge and Skills

• Logical thinking and interaction.
• Curiosity.
• Teamwork and initiative in self-learning.
• Ability to work under pressure and tight deadlines.
• Willingness to assist with additional tasks.
• People skills, good judgment, and effective communication.
• Behavioral traits such as attitude, motivation, and time management.
• Willingness to coordinate operational rosters, standby, and overtime.

Special Requirements

• Willingness to perform standby and overtime.
• Ability to work outside regular hours.
• Capability to report to multiple reporting lines simultaneously.