Ops Specialist: Network & Service Technical Support

Structural Information

Job number:                     10006561

Job title:                             Ops Specialist: Network & Service Technical Support

Job grade:                          S6

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Management

REM Functional Area:    Technical

Core Description

To provide specialised assistance, within own areas of expertise, on most aspects of the technology with regard to support for core network and services operations, project rollout, the NNOC (Tier 0 and 1), as required to planning, build, systems management, procurement, technology and services integration, marketing and training. Support shall be provided at an expert level, taking responsibility for action and decisions concerning the prompt restoration or provision of service in full or partial system failure(s).

Job Responsibilities

OUTPUT 1
Compiled Policies and Procedures/ Guidelines and Specifications
SUB-OUTPUTS
Obtain and analyse needs
Gather relevant information
Compile policies and procedures/ guidelines document
Obtain approval
Forward to role players
RANGE
Operations
Maintenance
Management
Escalation
Assurance
Routines
Core Network Technologies
Access Network Technologies
Network Management Systems
Applicable to Networks and Services

OUTPUT 2
Conducted Special Investigations
SUB-OUTPUTS
Receive and analyse request
Determine nature of investigation
Execute investigation
Compile special investigation report
Provide feedback/corrective action
RANGE
Customer complaints
Recurring faults
Network inconsistencies
Management Requests
Applicable to Networks and Services

OUTPUT 3
Coordinated Vendor/Contractor Service
SUB-OUTPUTS
Escalate/request service
Obtain feedback
Update system
Establish requirements and needs for inputs and outputs
Compile and distribute manual for future reference
Maintain system after problem was solved
RANGE
Information/documentation
Modification
Spares
Vendors
Consultation
Escalation

OUTPUT 4
Evaluated/ Introduced/ Integrated Technology/ Services
SUB-OUTPUTS
Receive/ identify requirements
Assist with evaluation of tenders/ bids/ RFx
Do / assist with type approval Do paper study of equipment
Do paper study of Solution
Define test procedure and parameters
Provide/ compile inputs to reports/ recommendations
Perform tests
Implement
Forward to role players
RANGE
Core Network Technologies
Access Network Technologies
Applicable to Networks and Services
Network Management Systems
Network Services Technologies
Next Generation Networks Technologies / Products

OUTPUT 5
Developed Staff/ Customers
SUB-OUTPUTS
Determine development request / needs and analyze
Compile development material
Provide development
Transfer skills
Evaluate development
Provide feedback to role players
Compile evaluation material
RANGE CFL
Tier 0/1
Procedural development
Technical Development
External/Internal Customers
Telkom Specific Implementations
Internet Working Technologies

OUTPUT 6
Maintained Systems
SUB-OUTPUTS
Configure system
Audit systems
Backup systems
Monitor systems activities Maintain systems
Enhance systems
Perform system administration
Perform system recoveryRANGE
Applicable to Networks and Services
Core Network Technologies
Access Network Technologies
Network Management Systems
Network Services Technologies
Next Generation Networks Technologies/ Products

Core Competencies

Functional Knowledge
Measurement Techniques; Telkom Policies; Network And Product Technology; Operations Management; Info& Comm Technology (ICT) Fundamentals; Telkom Procedures; Network Environment

Functional Skills
Planning; Technical; Computer Applications; Organizing Techniques; System Thinking; Facilitating Techniques; Interpersonal; Analytical; Communicating; Decision Making 

Competencies (Behaviour)
Dedicated; Customer orientated; Professionalism; Goal Orientated; Accurate; Responsible; Business Orientated; Conscientious; Approachable; Initiative; Customer Focus

Certifications

Education

Experience

Additional Information

Outputs (continued)
OUTPUT 7
Provided Support
SUB-OUTPUTS
Analyze request for support/ project/ escalations
Determine nature of support and prioritise
Execute support/ project actions
Provide feedback
Perform escalation in accordance with policy & procedures
Monitor Service Quality
Receive and analyses fault information
Process Fault
RANGE
Non technical Legacy
Applicable to Networks and Services
Internal
External
Technical
Network Management Systems
Network Services Technologies
Next Generation Networks Technologies/Products

OUTPUT 8
Upgraded Network, Services and Platforms
SUB-OUTPUTS
Identify resource requirements
Receive request for change
Develop and distribute regression plan
Monitor progress with implementation
Monitor success of implementation
Provide report on project
Update and distribute amendments
Implement plan and commission
Assist with type approval
Identify implementation requirements and implications
Develop and distribute complete implementation plan
RANGE
Patches
Marketing requests
Hardware upgrade
Applicable to Networks and Services
Development / Test Environment
Production / Live Environment
Software Upgrades
Bug fix
Customer requests

OUTPUT 9
Coordinated Project
SUB-OUTPUTS
Receive request and analyze
Determine scope of project
Compile project plan
Provide project plan to key role players
Implement Project Tasks
Track project deliverables
Close off project
RANGE
Core Network Technologies
Access Network Technologies
Applicable to Networks and Services
Network Services Technologies
Network Management Systems

OUTPUT 10
Improved Network/ Service & Platform Performance
SUB-OUTPUTS
Proactively establish performance parameters
Analyse results
Implement improvements
Monitor success of improvements
Report on improvements
RANGE
Applicable to Networks and Services
Customer N/W
Telkom Infrastructure
Re-allocating N/W resources
Design problems
Utilisation Faults
Network configuration
Degraded performance

Special Requirements

Physical Requirements

Key Stakeholders