Operational Manager

diploma

Responsibilities:

• Operations Management to ensure the smooth running of daily operational requirements.
• People Management including motivating team members towards a common goal and planning follow up and evaluation of team members performance objectives.
• Performance Management i.e. aligning operations KPIs towards company’s objectives.
• Interface Management including customers and internal and external entities and partners.
• To act as an operational point of contact on support service for customer/global business owner contacts.
• To ensure excellent customer service at all point in time while interfacing with customers/ global business owners.
• To ensure excellent quality of service as per SLAs for customer and KPIs for LoB.
• To work with team members to provide support and assistance to team members in their daily work.
• To plan roster for 24/7 N1 engineers.

Key Tasks and Responsibilities:

• Implement KPI to monitor activity.
• Implement dashboard to follow-up on KPI’s.
• Analyse trends and derive relevant action plans to correct or improve low performance.
• Ensure process are followed through regular audits and analysis.
• Report promptly on escalations and negative trends to management.
• Propose solutions to prevent mistakes.
• Adopt a continuous improvement mindset (inspired through LEAN / Six Sigma methodologies).
• Enforce SLA adherence and culture within the team.
• Conduct debriefs and weekly meetings with team and participate in team brief.

• Implement an individual performance management system based upon fair and equal indicators.
• Plan roster and leaves according to business needs and urgencies.
• Motivate team members to promote team cohesion and transparency.
• Reward and recognize team member’s efforts and good work.
• Implement action plans to close gap between low and high performers.
• Develop team members to ensure skills levels match both current and future operational and customer requirements.

• Implement required strategies to ensure ongoing high levels of Customer Satisfaction through regular reviews (case audits) and provide a continuous service improvement.
• ensure adherence to company policy procedures & processes.
• Ensure all reporting is done in a timely manner and provide new means of measuring employee occupancy and performance.
• Implementation of strategies and processes to ensure employee satisfaction.
• Conduct employee performance reviews in accordance with company policy.

• Establish regular meetings with Global Process Owners and relevant stakeholders.
• Manage escalations by keeping all stakeholders in the loop regarding actions being carried out.
• Participate actively in all transverse projects at MSC level.
• Participate regularly and actively in all management and process meetings.
• Establish new relationships with global and local team members when business requirements dictate the need.

Profil:

Bilingual – English & French written and spoken

•   Knowledge on TCP/OSI model and protocols would be an advantage
•    Knows the functioning of network components (Routers, Layer 2 and layer 3 switches, Access. Points, Next Generation Firewalls, Endpoints, Servers etc) would be a plus
•    CCNA desirable.
•    knowledge on Operating Systems – Windows and Linux.
•    Knowledge on security and network technologies (Checkpoint, Fortigate, Palo Alto, Aruba, Cisco, Juniper), proxy, reverse proxy, Antivirus, Load balancers, VPN etc. 
•    Conversant with MS Office Software Suite: Word, Excel, Outlook etc.