Technical Operations Manager

TooMuchWifi

Location: Cape Town, Western Cape

Permanent

What we are looking for

A tech savvy Technical Operations (TechOps) Manager with experience in ICT (preferred) who pays attention to detail and is able to get the best out of all types of personalities and stakeholders. The right candidate will be structured and organized and able to track multiple projects down to the smallest detail. Understanding of technology and software systems will be advantageous.

About the role

The TooMuchWifi TechOps Manager reports to the Chief Network Officer. The TechOps Manager is responsible for effectively and successfully managing team productivity, quality control, safety measures, process enhancements, customer support, and operational efficiencies.

This role presents a unique and exciting opportunity to join and grow within a fast-paced Internet Services Provider Company that offers affordable and reliable internet connectivity to underserved communities within South Africa.

What you will be doing

The TechOps Manager reports to the Chief Network Officer and is responsible for:

  • Overseeing the installation process at customer premises, ensuring adherence to quality standards and installation guidelines;
  • Coordinating with the scheduling team to optimize installation routes and maximizing efficiency;
  • Monitoring installation progress and provide timely updates to stakeholders;
  • Managing and monitoring customer instillations, scheduling targets, equipment maintenance and decommissions;
  • Performance management of staff;
  • Managing inventory levels of TechOps and all related equipment in the warehouse, ensuring adequate stock levels to support field operations and network;
  • Implementing inventory control processes to track stock movements, shipments and returns accurately;
  • Conduct regular inventory audits to identify discrepancies and maintain inventory accuracy;
  • Developing and maintaining supply chains and SLAs with suppliers;
  • Leading the Field Technicians, Warehouse and Scheduling teams ensuring duties are performed according to operational requirements;
  • Provide training, guidance and mentorship to ensure technicians possess the necessary skills and knowledge to perform their duties effectively;
  • Defining, implementing and monitoring operational KPIs that drive efficiencies, NPS targets, customer service and support revenue growth;
  • Conduct performance evaluations and provide constructive feedback to team members;
  • Serving as a point of escalation for complex installation issues and technical challenges;
  • Troubleshooting connectivity issues and equipment malfunctions to ensure uninterrupted service delivery;
  • Collaborating with NOC and engineering teams to resolve technical issues and improve service reliability;
  • Implementing and enforcing quality assurance processes to verify the accuracy and completeness of CPE installations;
  • Conducting post-installation inspections to assess the quality of workmanship and identify areas for improvement;
  • Conduct post-installation inspections to assess the quality of workmanship and identify areas for improvement.
  • Developing corrective action plans to address any deficiencies and ensure customer satisfaction;
  • Interfacing directly with customers to address installation concerns, answer questions, and provide assistance as needed;
  • Cultivating positive relationships with customers through clear communication and responsive support;
  • Maintaining accurate records of installations, inventory transactions and warehouse activities;
  • Generating reports and metrics to track installation performance, inventory levels and customer satisfaction;
  • Maintain and monitor operational risk exposures and reporting;
  • Communicating and maintaining health and safety regulations and compliance;
  • Implementing and maintaining policies and procedures.

Preferred Qualifications

National Diploma or equivalent qualification in Business Management or related.  

Relevant Skills / Experience

  • 3+ years’ experience in an operations management role.
  • Telecommunications industry or internet service provider (ISP) experience.
  • Must have experience or willingness to be outbound at least 3 days per week in the township communities.
  • Knowledge on South African Township communities.
  • Self-starter with a strong work ethic and a sense of ownership and accountability.
  • Flexible and able to meet the needs of relevant operational requirements.
  • Attention to detail and quality.
  • Must be able to deliver before or on required deadlines.
  • Problem solver and proactive with strong decision-making skills.
  • Able to prioritize tasks and manage expectations.
  • Excellent time management.
  • Advanced computer literacy skills (MS Office, Google Suite, task management and software). Metabase advantageous.
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