Special Service Excellence Princple Expert

Job Purpose

The role holder is responsible for ensure uninterrupted, highest-quality service delivery to all ‘Special Services’ customers. The role holder is responsible for guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans. The role holder shall carry out his duties in accordance with the stipulated business policies and procedure.

Job Responsibility

• Ensure uninterrupted, highest-quality service delivery to all ‘Special Services’ customers
• Develop and maintain a zero-interruption policy with rigorous service-level agreements (SLAs), specifying measurable targets such as uptime percentages and maximum allowable downtime
• Guarantee business continuity and disaster recovery readiness, including regular drills, scenario planning, and periodic updates to contingency plans
• Ensure rapid detection, response, and resolution of incidents by all SEA team, contribute in implementing advanced incident management tools and training specific for SSEA
• Define and track specific key performance indicators (KPIs) for service quality, incident resolution time, and customer satisfaction, with dashboards for visibility
• Conduct regular reviews and audits to identify gaps and areas for improvement, supported by root cause analysis (RCA) of incidents
• Implement a continuous improvement framework to enhance operational efficiency and service quality.
• Ensure an end-to-end visibility of specific services and underlying capabilities using advanced monitoring and analytics tools such as AIOps platforms and network performance dashboards
• Ensure availability of specific dashboards providing real-time status, performance metrics, and incident updates, ensuring they are customizable and accessible to key stakeholders
• Deliver comprehensive reports on specific service performance, incident management, and continuous improvement initiatives
• Ensure predictive analytics using AI/ML models to anticipate and mitigate potential risks before they impact services
• Ensure a tightly controlled change management process for all network, IT, and service changes, incorporating automated validation checks
• Ensure rigorous impact assessments and testing, including simulated failover scenarios, before any changes affecting the ‘Special Services’
• Ensure full traceability and accountability for all changes through detailed documentation and auditing
  
  

Job Responsibility (cont.)

• Establish a dedicated, agile, and highly trained team operating 24/7 to oversee the ‘Special Services’ specific services and operations
• Act as the primary interface with all sectors involved in service delivery for ‘Special Services’ customers, ensuring seamless communication
• Build strong relationships with ‘Special Services’ stakeholders through regular updates, service reviews, and proactive communication tailored to their needs
• Provide personalized service, addressing unique requirements and concerns through a dedicated team
• Conduct regular feedback sessions to identify and implement improvements, using structured surveys and one-on-one interviews.
• Develop a specific robust escalation process with clear protocols, timelines, and accountability frameworks
• Create a dedicated communication channel for notifications and updates to stakeholders for proactive incidents through messages, incorporating real-time alert systems
• Establish the ability to convene a war room immediately for critical incidents requiring multi-stakeholder coordination, with predefined escalation matrices
• Ensure a leverage on AI and ML for predictive maintenance and proactive issue resolution, such as anomaly detection and trend analysis
• Ensure the implementation a specific view of real-time monitoring, analytics, and service assurance
• Own related incidents & issues and ensure special services continuity, availability and customer satisfaction.
• Provide and direct adequate staffing for 24/7 coverage in tier 1, 2 to monitor alarms of all special services of all technologies Mobile Access, Core, OSP, Transport, fixed access related elements & applying measures to maintain the 24x7 Network and Services availability within acceptable levels and to drive the proactive fault handling
• Provide basic tier 1, 2 event monitoring, filtering, correlation, analysis, localization, fault ticket initiation and referral within strict time limits
• Manage alarm handling, troubleshooting and demarcation & Escalate the outages, observations, and issues.
• Review and assess Tickets Response, Restoration and Resolution to ensure that Service Level agreement (SLA) are achieved, i.e. to restore Service in any Fault, disaster or downtime within a given time agreed with the vendor.
• Analyze and study network failures & outages and provide necessary recommendation to improve network stability and availability for special services with the support of BOs and Infra teams.
• Coordinate and support internally within SEA and for Inter technology (Mobile, Data, Fixed, Transport, Security) directly or indirectly connected / Inter working with Business, Carrier & Wholesale and Commercial Units.
• Ensure escalation to all SEA teams and Vendor’s for related issues.
• Ensure Technical Assistance to field for (fault analysis, determination of cause, and directing corrective action).
• Ensure team members are certified in critical domains and disaster recovery,
• Coordinate with internal teams, Managed Services Providers, other sectors and external stakeholders to maintain service quality through regular alignment meetings and joint reviews
• Build a high-mobilization strategy for emergencies, detailing resources, communication protocols, and predefined roles to activate a war room within minutes
• Ensure adherence to regulatory and compliance standards specific to critical services
• Maintain documentation and audit readiness for all processes and systems, conducting periodic internal audits
  
  

Years Of Experience

A minimum of 8 years of relevant experience with at least 3 - 4 years of experience in a similar role.

Nature Of Experience

• Prior experience in - within the Telecommunication industry
  
  

Job Band

SMEs

Skills

Education

Bachelor Degree in Engineering or Business Administration

Additional Education

Certifications