Ops Specialist: Centre Operations

Structural Information

Job number:                     10031508

Job title:                             Ops Specialist: Centre Operations

Job grade:                          S6

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Senior Management

REM Functional Area:    Technical

Core Description

Perform acceptance, commissioning, repair, service activation, plan and design and special investigation associated with on-the-job training and maintenance activities for Telkom's Data, Business and Special Services Optimising Metro Ethernet configuration deployment, Broadband testing logic improvement of DSL and FTTH production of the operational staff in Service Operations Centre. This role includes managing the Workforce Management System, Optimizing the automation of dispatch without manual interference using the CLICK System, CBS, Unibase and other technical systems, Forecasting and Scheduling: including roster management and efficient scheduling of tasks. Value chain Management: Review, enhance and adopt VCM functions and customer notifications and special investigations.

Job Responsibilities

• Manage repair of provided services to customers
• Conduct special investigations into service delivery issues
• Perform quality, non-compliance checks
• Performed Reconciliation of workforce management
• Provide Training (Products, Services, Processes) to centre operations staff
• Manage the field workforce roster Service delivery value chain management
• Manage and close off escalations
• Compile reports and recommendations on service delivery related issues
• Maintain network management systems/ services
• Repair services (Test Centre)
• Maintain processes responsible for driving efficiency through process optimization and over the shoulder training of the technical centre staff

Core Competencies

FUNCTIONAL KNOWLEDGE/ SKILLS

Business Plan; Coaching, Network and Trouble Ticket Management Systems; Telkom / Openserve Policies and Procedures; Network Layout, Technologies and technology evolution; Dispatch and Host Systems; Fault Finding Procedures Delegating; Process Handling; Production Management; Interpersonal; Technical Equipment Handling; Decision Making; Communication; Coaching; Analytical; Computer Literacy; Negotiation; Conflict Management; Presentation Skills; Report Writing Techniques

COMPETENCIES (BEHAVIOUR)

Customer Centric; Employee Centricity; Dedicated; Quality Awareness; Accurate; Responsible, Performance Driven; Initiative; Proactive; Innovative, Accountable; Committed; Flexible and Adaptable; Motivated; Systematic; Reliable

Certifications

Education

Experience

Additional Information

Experience:

• Experience Proven track record within CSO assurance, ME/BB, VCM would be an advantage

Special Requirements:

• Own transport.

Special Requirements

Physical Requirements

Key Stakeholders

• Executive
• Management
• Network Management Centres (surveillance, control & Analysis)
• Service Operations Centres
• Network and Service Dispatch Centres
• Network and Service Field Operations