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Banking/Accounting/Financial Services
Our client is a leading mobile virtual network operator in Malaysia, known for offering affordable prepaid plans with competitive rates. With over a decade in the market, the company is dedicated to delivering value through user-friendly digital platforms, enabling customers to manage their accounts and top-ups with ease. It operates on a well-established network, ensuring reliable coverage nationwide.
The Head of Network Operations is responsible for ensuring the continuous and efficient operation of the telecom operator's network infrastructure. The role focuses primarily on managing day-to-day network performance, maintenance, troubleshooting, and operational workflows to ensure uninterrupted service delivery, optimal network reliability, and high-quality customer experiences. This role will lead a team of network engineers, technicians, and operational staff, implementing processes to monitor and maintain network health, respond to outages, and optimize operational efficiency.
Additionally, the Head of Network Operations is expected to drive innovation and future planning to ensure the network evolves with new technologies and industry trends, positioning the company as a leader in network efficiency and performance.
Please contact Rathi by emailing your cv directly in word format with job reference no. JOB-13603 to
Please note that due to the high number of applications only shortlisted candidates will be contacted. If you do not hear from us in the next 5 business days, we regret to inform you that your application for this position was unsuccessful.
[Confidential Information]Network Operations Management
Oversee the daily operations of the network, ensuring high availability, reliability, and performance.
Ensure the smooth operation of core, transport, and access networks, including mobile, broadband, and data services.
Lead a team of network engineers, technicians, and support staff to monitor, maintain, and troubleshoot network issues.
Ensure compliance with service level agreements (SLAs) for network uptime, performance, and incident resolution.
Network Monitoring and Troubleshooting
Implement and manage comprehensive network monitoring systems (e.g., NMS, OSS) to continuously assess the health and performance of the network.
Develop and maintain proactive processes for identifying potential issues and mitigating risks before they impact customers.
Lead the resolution of network incidents and outages, coordinating rapid response teams, root cause analysis, and timely issue resolution.
Establish robust processes for post incident reviews, continuous improvement, and lessons learned.
Operational Excellence
Develop and implement standard operating procedures (SOPs) and best practices for network operations, ensuring efficient and consistent workflows.
Drive network performance optimization initiatives, focusing on reducing downtime, minimizing outages, and improving service quality.
Implement automation and network management tools to streamline operations and reduce manual intervention.
Continuously improve operational processes and workflows, promoting a culture of efficiency and high performance.
Incident and Problem Management
Lead the management of major incidents, ensuring timely communication with stakeholders, including internal teams, vendors, and customers.
Establish escalation procedures and response protocols for critical network incidents.
Manage the end-to-end problem resolution process, from incident detection to final resolution, ensuring minimal disruption to services.
Team Leadership and Development
Build and lead a high performing Network Operations team, ensuring that all team members are aligned with operational objectives.
Mentor and train operational staff, ensuring they are skilled in the latest technologies, network management practices, and troubleshooting techniques.
Foster a collaborative, performance driven culture within the team, encouraging continuous professional development.
Vendor and Third Party Coordination
Manage relationships with third-party vendors, service providers, and technology partners to ensure they meet their SLAs and deliver quality service.
Coordinate with vendors for equipment procurement, support, and maintenance, ensuring timely upgrades and replacements of critical network components.
Work with equipment manufacturers and service partners to resolve complex technical issues and ensure network stability.
Capacity and Performance Management
Monitor network capacity and performance trends, ensuring that network resources are allocated efficiently and aligned with customer needs.
Lead network capacity planning and forecasting, ensuring that the network can scale to meet growth demands.
Implement performance tuning and optimization strategies to improve network throughput, latency, and overall customer experience.
Regulatory and Compliance Management
Ensure all network operations comply with regulatory standards, telecom laws, and industry best practices.
Maintain compliance with network security protocols, ensuring proper access control, data protection, and security measures are in place.
Collaborate with the regulatory compliance team to ensure all operational activities align with external requirements.
Reporting and Metrics
Define and track key performance indicators (KPIs) for network operations, including uptime, incident response times, and customer satisfaction levels.
Provide regular reports to senior management on network performance, incidents, and operational improvements.
Use data analytics to identify areas for network optimization, operational improvements, and cost savings.
Network Maintenance and Upgrades
Plan and execute regular network maintenance activities, including software updates, hardware upgrades, and preventive maintenance.
Develop and implement maintenance schedules to minimize service disruptions and ensure that the network is UpToDate with the latest technology standards.
Coordinate with engineering teams for the deployment of new network services and technologies, ensuring seamless integration into the existing infrastructure.
Operational Expertise
Extensive knowledge of telecom network operations, protocols (e.g., LTE, 5G, MPLS), and network management tools.
Leadership and Team Management
Excellent leadership and team management skills, with the ability to motivate and develop high performing teams.
Problem Solving and Decision Making
Strong problem solving and decision-making skills, especially in high pressure situations, with a proven track record of managing crises and complex operational challenges.
Innovation and Future Planning
Demonstrated ability to drive innovation in network operations, adopting new technologies (such as SDN, NFV, 5G, and automation) to improve efficiency and performance.
Capable of forward planning, anticipating network needs and integrating future technologies to ensure the network is scalable, secure, and prepared for emerging trends.
Strategic Thinking
Expertise in aligning operational strategies with broader business objectives, with a focus on improving operational efficiency and driving service excellence.
Automation and Process Optimization
Proficiency with network management and automation tools, with experience in implementing process improvements to increase operational efficiency and reduce manual interventions.
Key Competencies
Operational Leadership: Ability to lead and manage large, complex network operations.
Incident Management: Quick to react in crisis situations, ensuring timely response and resolution.
Efficiency Focus: Constant drive to improve operational efficiency, reduce downtime, and enhance performance.
Innovation & Adaptability: Demonstrates forward thinking, embracing new technologies and solutions to keep the network futureproof and competitive.
Customer Orientation: Ensures network operations deliver high levels of service and reliability to customers.
Date Posted: 09/10/2024
Job ID: 95636727
