Support Analyst at MainOne Cable

• The Operation Support Analyst will be responsible for driving operational process & policy definition, improvements, documentation, and compliance management for the technical department.

Other responsibilities include:

• Lead and coordinate across the business to understand, define,& document operational processes.
• Aid in metrics definition, gathering, and analysis as it relates to process management.
• Accountable for daily implementation, governance and reporting of the Problem Management process throughout the network and ensure efficiency and compliance of the process in order to minimize the impact and risk of re-occurrence into the network.
• Ensure that standardized methods and procedures are used for efficient and prompt handling of all network changes in order to minimize the impact of change upon service quality.
• identify opportunities to improve the day-to-day operations of the organization.
• Maintain and track Operational Spares Management procedure; and ensure the effectiveness of the controls and fulfillment of the procedure.
• Oversee the existing operations reporting architecture, whilst identifying areas of operational improvements and facilitating the implementation of recommendations.
• Participate in systems and process tools validation (OSS/BSS) for Service assurance, fulfillment and management as required to achieve SLAs & KPIs.
• Facilitate workshops, seminars, meetings and lead discussions across functional teams, including upstream and third party partners to close up process gaps.
• Undertake in any other adhoc activity as assigned by the Operations Support Manager.