About the role

Reporting to the Head of Converged Voice and Data Operations and a member of the UK Extended Leadership Team, this role is accountable for the operation and technical support of the Mobile Access Radio Network. Providing Operational Support on a 24/7/365 for our 38m consumers.

The Mobile Access Radio Network Operations Manager role is a critical leadership role with significant internal and external stakeholders and responsibility for the management of key relationships that include (but are not limited to) Telefonica SA Group, Liberty Global and regulatory bodies. The role is also responsible for influencing the Planning, Design, and Management of the Telefonica 2G, 3G, 4G & 5G radio network within the UK, driving forward solutions to enhance network coverage, performance, and capacity solutions to improve service to Virgin Media O2 Customers.

 

Key Responsibilities

• Inspiring and empowering a team of 11 UK based specialist engineers
• Run and operate on a 24x7x365 basis (always on call), Maintaining network availability for customers, managing downtime or Customer Lost Hours as efficiently as possible while proactively supporting our customers with their network experience.
• Ensuring Virgin Media O2’s Mobile Access infrastructure and equipment meets the Service Quality expectations of Virgin Media O2’s customers including availability, capacity, throughput and success rates. This includes Radio Access and Management tools
• Experience of resolving issues and tensions within the team, where they threaten operation and of upholding team decisions even when these conflict with own desired course of action.
• Developing and maintaining core team competencies which can support the designed and delivered services provided to the customer base.
• Active engagement and influence over key stakeholders across VMO2, Group and regulators.
• End-to-end service responsibility for the Mobile Access Radio Network, providing 24/7/365 on call 2nd line support to drive the resolution of live network issues to agreed SLA’s, including engagement of vendor services where required.  The team is supplemented by Vendor resources.
• Organise and motivate teams and suppliers to respond to major system problems or incidents, manage effective resolution or temporary expedient and drive through RCA (Root Cause Analysis) investigations.
• Take a lead role in the decision-making process for how elements and services are implemented and maintained. Also provides operational consultancy to help shape the design, testing and the operation of new applications, products, and services.
• Operational vendor management of key operational services.
• Manage the workload and priorities of the equipment Vendors ensuring Virgin Media O2 customers’ expectations are met.
• Continuous learning from network issues, driving improvements in either products or support processes to minimise the likelihood of repeat issues.
• Ensure that operational support is considered in a timely manner to proactively support the introduction of new Software, Hardware, or Design changes.

 

What We Need from You:

Essential Skills:

• Technical knowledge – An in depth understanding of 2G, 3G, 4G and 5G RAN architecture, networks, signalling and protocols. A thorough understanding of software upgrade procedures and processes, experience of Field Operations, 1st and 2nd line O&M process and procedures.
• Customer focus - on a 24x7x365 basis, maintain a high-quality standard working under pressure for tight deadlines, dealing with evolving or changing targets and safeguarding operational stability of the network.
• Commercial acumen – a robust understanding of the business, financial management, regulatory environment, and external influences to ensure effective strategic decision-making. Prudent and efficient management of OPEX budgets.
• Professional expertise – proven extensive experience of leading Radio networks as well as shaping and leading a current and constantly evolving technology agenda.
• Team management – extensive experience in leading different personalities across large, multi-location teams.