Head Of Sub Section: Service Operations

Firstly, a good leader with sound technical expertise, solution-oriented and process-driven individual obsessed to deliver best-in-class Active Network Domain Deliveries for stable and secured services through active engagement with all counterparts (MSP, Domain Experts, OEM Vendors, Marketing, Customer Service, Planning).

Critical deliveries of this role will be to lead, manage, govern, drive, innovate, modernize Service Delivery way of work and support/guide/coach Domain experts on recovery of all minor, major, and critical outages to ensure it is within the committed SLA and KPIs.

Also someone who contributes to our value creation and live up to the DiGi leadership expectations:

• Passionate about the business: You must be passionate about the business i.e. You have the will to win by having deep insights of our Customers; focusing on what makes us successful; and setting ambitious goals and motivating people to deliver.
• Encourage Change and Continuous Improvement: You have the courage to challenge and be challenged; create visible change; and nurture creativity and innovation.
• Ensure Excellent Execution from MSP: You are driven by turning decisions into results by raising the bar; simplifying decision making; and delivering on decisions with quality.
• Maintain a strong sense of Integrity and Accountability: You take ownership of your results and the DiGi Way of conducting business, by making the Code of Conduct a way of life; showing transparency and taking ownership; and maintaining One DiGi always.

- End to end governance accountability, overseeing PLATFORM (NOC/Security Operations, Transport, Radio, TOCDC Change Management, and Customer Complaint Management) to ensure service stability, process effectiveness, and efficiency.

- Governance of Field Force (Preventive Maintenance, Spare Management, Network Availability).

- Ensure investigations, task forces, war rooms are established where required and ensure timely updates to the stakeholders and higher management.

- Effective communications with team to ensure they understand their deliverables and responsibilities.

- Effective communications with Higher Management on any escalations, highlights, and support.

- End to end governance of MSP deliverables in Platform area and CDC KPI adherence.

- Drive cost optimization for OPEX ambition in Network Operations and Technology division.

- To lead and support CCF action items and Roaming ambition.

- You are required to ensure fault and performance escalations and reviews are carried out by MSP within the contracted SLAs towards back office and partners.

- You are required to ensure that platform SLA/KPI reportings and existence and maintenance of a clear and defined mechanism of MSP financial deduction and/or charge-backs are in place.

- Responsible to guide/support/oversee Domain Expert in ensuring operation readiness to ensure a smooth handover and acceptance of the facilities systems/equipments, including new and upgraded systems and services.

- Continuously drive service improvement processes, procedures, and controls for Effective and Efficient operations for Platform, and ensure the MSP teams comply with standards, guidelines, and best practices.

- To oversee all changes on the production system to ensure production tasks such as any service request, new change, and configuration are tested in a test environment and have gone through proper approval before deploying in the production system, and changes are carried out timely and accurately by implementing proper quality control process and procedure.

- To support/guide/mentor Domain Expert in managing all minor, major, and critical outages and performance issues related to system and services.

- To ensure planned activities or known network faults which have an impact or lead to service downtime are notified to higher management.

- To ensure post-mortem is carried out for all critical and major outages.