Back Office Manager

The client is looking for a Back Office Manager to work a 6 month rolling contract based Congo B (Brazzaville).

Job Summary:

• The  Backoffice manager (BO) role is a senior management role which oversees the technology support aspect for successful delivery of Managed service (MS) project  and mainly responsible for  leading, guiding, and supporting the engineers in charge of maintenance of  complex, technical systems that integrate various technologies and vendors.  The BO manager reports to the Project Director (PD) working closely with the Operations Director (OD) to ensure the customer (Customer Congo) meets business and Regulatory objectives guided by the Customer Congo MS Contract.
• The Backoffice manager’s responsibilities provides  guidance to technical teams, solving networking problems, training junior employees, updating network software, overseeing the daily operations of the Backoffice,  managing team performance, and preparing reports for the management.

General Management Work Description:

• Special network quality improvement cordination
• Major fault quick recovery guidance and root cause and problem management closure followup
• In depth network analysis to find risks  and bottlenecks for closure followup
• Change management compliance,Control network changes, evaluate key control points for backoffice changes
• Third party followups
• Directing L2 line managers/Team leaders responsible for delivery in key domains (Core network, VAS, RAN,IP ,IPRAN and TXN,  transport network and operation support systems
• Cascading goals and objectives as expected outlined by the customer
• Reporting to MS management (PD) and customer point of contact (Senior Management (SDM, CTIO)
• Aligning individual and team performance with Managed Services contracted KPIs and SLA
• Development goals and initiatives to direct technical operations
• Performance appraisals of L2 teams
• Developing and managing the MS processes by establishing governance and operational processes as specified in the
• MS Contract with reference to best practice framework eTOM/ITIL
• MS process oversight include [Incident Management, Problem Management, Change Management, Configuration management, Security and Access management, Software patch management, Capacity and Demand management,Spare parts, Data Centre )
• Building improvement initiatives to improve processes, network KPIs and MS SLA performance
• Oversight of BO domain performance to ensure alignment with objectives and priorities of MS as per MS contract
• Maintaining alignment with Customer management for service delivery objectives through Governance Meetings and ad hoc  cooperation  where necessary
• Liasing with Customer Planning for technology architecture evolution and implementation
• Risk assessment and review for mission critical services and technology deployed (Core network, VAS, Transport, RAN
• Business Continuity processes execution through Disaster Recovery Tests
• Ensuring compliance with Customer IT Security Policy in day-to-day operations and reporting any security breaches
• Third party management as per MS Contractual obligations

Responsibility scope:

• Recruit, lead, and build a world class early stage, mission driven, technical team
• Facilitate collaboration and information sharing among team members to ensure optimal results and cohesion 
• Develop  maintenance schedules for PS/CS Core,IP,RAN,VAS,TXN nodes
• Work closely with team members to understand their challenges, providing technical guidance and support where needed

Required Knowledge, Skills, Abilities, And Other Qualifications:

• Bachelor’s degree in Computer Science, Engineering, or related field required or an equivalent combination of skills, experience, and education.
• 5-15 years’ management experience in a telecommunications environment.

Please note: Due to the urgency of this position the client will only consider consultants based in Africa.