Senior Service Operations Manager - Packet Core Data

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This opportunity

The Senior Service operations Manager is accountable for the Packet Core (4G and 5G)) data services operations. This includes management of incidents, successful root cause analysis and all business-as-usual stakeholder engagement, including periodic updates regarding service operations execution, continual service improvement initiatives and business escalations.

The Senior Service operations Manager is responsible for the overall operational performance of Packet Core data services (4G and 5G) by making sure all platforms operate in an error free environment and ensuring critical incidents are restored in a timely manner.

As a result, the Senior Service Operations Manager is a key and pivotal leading role for Technology Service Operations and will be the primary point of contact for any operational issues that impact the Business and TPG Telecom customers. It is paramount, that the role has razor sharp focus on ensuring TPG customers experience is enhanced and preserved.

Another Key responsibility is to support engineering projects implementation for operations readiness.

The position will report to the Head of Mobile Network Operations

Responsibilities

• Oversee the service operations of Packet Core 4G and 5G mobile data networks.
• Ensure efficient management of incident, problem resolution, and change to minimise service impact.
• Carry out deep Packet audit, inspections, and analysis of operational vendor products and domains (Ericsson, Nokia, Cisco etc) to proactively identify potential issues and define and implement remedies.
• Collaborate with managed service partner(s) and other stakeholders on all issues relating to Packet Core network level performance.
• Vendor management to ensure contractual obligations are met and maximise value to the business with Managed Service Providers and the supporting vendors.
• Identify and drive continual service improvement by identifying opportunities and driving through to conclusion.
• Achieve high level performance by ensuring relevant Packet Core NFVi hardware, platforms and applications operate in an error free environment.
• Support performance requirement by ensuring Packet Core NFVi hardware, platforms, and applications are delivered with satisfactory capacity able to hold forecasted business volume.
• Lead investigations relating to Packet Core Network issues through analysis of stats, traces and other data.
• Able to guide managed service partner to restore critical incidents and to minimise the service outage and customer impact.
• In depth knowledge of relevant OSS systems and tools that support Packet Core operations and performance such as Netscout, EEA, Splunk dashborads, Netcool, Helix, NetAct etc.
• Ratify MSP service performance SLA’s and KPI’s as per contract.
• Be available for on-call on a rostered basis.
• Identify and escalate as appropriate service outages to enable relevant stakeholders to take timely action.
• Motivate a team of service operations professionals, providing guidance, coaching, and performance evaluations.
• Foster a collaborative environment, encouraging teamwork and effective communication across various teams involved in service operations.
• Collaborate with vendors and partners to manage service-related contracts, performance, and escalations effectively.
• Engage with stakeholders, including senior management, to provide regular updates on service performance and operational activities.

Knowledge and experience

• Bachelor’s degree in electrical/computer Engineering or similar discipline.
• In depth experienced in Packet Core performance analysis and assessments
• 15 years or more of professional experience in Packet Core with tier1 telecommunication operators.
• In depth understanding of 5GC service-based-architecture.
• In depth understanding of virtualisation - VMWare, Openstack.
• In-depth knowledge of packet core related performance counters, network KPI, signalling flow and protocol in 4G and 5G network.
• In depth Knowledge and experience of OSS tools and platforms such as Netscout, EEA, Splunk, etc.
• Knowledge of Coding, scripting and automation is desirable.
• Able to articulate complex technical faults to management in a simple and clear way focusing on the key points.

Benefits and perks

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Bolder and better together! 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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