You are:

• Firstly a good team player with great skills and talents for managing and driving people into achieving big ambitions
• Yet also someone who contributes to our value creation and live up to the DiGi leadership expectations :
  • You must be Passionate about the business i.e. You have the will to win by having deep insights of our Customers; focusing on what makes us successful; and setting ambitious goals and motivating people to deliver
  • You encourage Change & Continuous Improvement i.e. You have the courage to challenge & be challenged; create visible change; and nurture creativity and innovation
  • You are someone who ensures Excellent Execution from your people i.e You are driven by turning decisions into results by raising the bar; simplifying decision making; and delivering on decisions with quality
  • You Empower People i.e. You believe in the capabilities of our people and set clear expectations; you guide, coach and support them through continuous feedback; and have trust in them and able to give responsibility to them
  • You maintain a strong sense of Integrity & Accountability always i.e. you take ownership of your results & the DiGi Way of conducting business, by making the Code of Conduct a way of life; showing transparency and taking ownership; and maintaining One DiGi always.

Your Responsibilities:

• End to end governance accountability, oversee operations of Network Operations Center & Customer Problem Management to ensure its stability, quality, effectiveness, efficiency and timely escalations for fault reportings/management reporting
• End to end governance accountability, overseeing TOCDC platform (Design Improvement, Support Contract Agreement execution (IFM & MSP), Process, Uptime, define/strengthen new KPIs, Project Delivery) to ensure service stability, process effectiveness & efficiency
• Lead and Drive MSP to ensure tickets are being attended promptly, with quality and followed through as per  the contractual SLA
• Ensure end to end investigations, task forces, war rooms are established where required and ensure timely updates to the stakeholders/fixes to customers
• You are required to support Domain Expert and also take lead (for major & Critical) in driving partners effectively and ensure abnormal trending detection and preventive actions are performed  to prevent faults in the systems from any service interruptions in a timely and efficient manner
• You are required to ensure fault and performance escalations and reviews are carried out by MSP & IFM within the contracted SLAs towards back office and partners
• To approve, drive and oversee activities in breakdown repairs / part replacements especially high risk components which can lead to huge service impact
• Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations for TOCDC, and ensure the  MSP & IFM teams to comply with standards, guidelines and best practices.
• You are required to drive team proactively to ensure DC & Power infra team governs MSP & IFM to ensure all datacenter standards, procedures, health and safety, and day to day Preventive maintenance schedule and inspection all Firefighting equipment, CRAC (include filters) & Chiller systems, UPS system and Genset system to ensure all Facilities Systems/equipment, building and compounds are in tip top condition
• Ensure investigations, task forces, war rooms are established where required and ensure timely updates to the stakeholders.
• Drive cost optimization for CAPEX and OPEX ambition. You need to have good control on cost
• To represent Network operations in supporting TOCDC solution and project team in engaging vendors, developing business and technical proposals
• To support/guide/mentor Domain Expert in managing all minor, major & critical outages & performance issues related to system & services
• To ensure NOC has reliable and efficient tools which can be used to monitor infra & performance alarms supporting TOCDC
• Ensure Business Continuity Plan (BCP) related to Network Operation Center are in place and updated from time to time and ensuring implementation according to overall Digi BCP plan.

Critical KPIs to be governed

• 0% Service Downtime due to TOCDC Faults
• Incident and Problem Ticket closed within SLA
• Zero outage due to solution gaps
• Ensure new project readiness requirement been fulfilled
• IFM Contractual SLA achievement
• MSP Contractual KPI achievement
• 100% Customer Complaint escalations
• Improved TAT for overall complaint handling

Critical success factors to deliver on mandate (competence, decisions, resources, etc)

• Sense of Urgency for all service and revenue related  escalation with quality management of the incident
• Weekly Vendor SLA Tracking and Performance Management
• E2E Mindset – full accountability and ownership of TOCDC processes
• Develop clear successor plan to uplift team competency
• Build strategic partnership with partners/vendors, Effective stakeholder management with internal and external interface

Your Critical Interfaces:-

In this role, you will have the following critical interfaces :

Critical internal interfaces within our section and within Technology

• Network Operations
• IT Infra Ops & Governance
• Network Planning & Implementation
• Technology Security

Critical interfaces with other DiGi divisions and externally

• Regulatory Ops and Compliance, External Auditors, Partners, Telenor, Marketing (Consumer Sales, Customer Management, International Biz & Carrier Services)                                                                            

Your Merits:

• It is important that you have at least a tertiary level qualification in Engineering, Technology , IT, Computer science or Management field or hold a professional qualification from a recognised body, though extensive relevant experience may be considered in place of this.
• You are someone with a broad technical mind set and have some understanding of business requirements and operating model especially related to Telco environment.
• For this role it is important for you to constantly have a customer mind set i.e. able to think and react in ways that will be beneficial or cause least disruption to our customers.
• You will need to be someone who has experienced in Telco  networks  (SME)
• You have an appreciation for good service level and customer experience, whilst having the ability to anticipate and mitigate problems.
• You have the mind set to ‘take lead’ and deliver on mandate.
• Strong analytical skills and report writing and presenting.
• Professional qualification from a recognised body will be an advantage
• Solid experience in managing Data Centre facilities with at least 5 years managerial experience of similar
• capacity
• Knowledge in facilities system operation and maintenance; power system, HVAC system, fire protection, diesel, generator set, UPS, Rectifier and etc.
• Knowledge in energy management and experience in energy saving activities.
• Knowledge in Environmental management system ISO 14001, ISO 27001 and OHSAS 18001
• Good leadership and management skills in driving operations team to be always on proactive mode
• Result oriented individual, always look away to improve the effectiveness & efficiency in term of process and
• resources.
• Good negotiation skills to get the best deals for contract renewal discussion
• Strong commitment, take ownership & drive team in achieving the dept KPI
• Soft Skills (Communication, Interpersonal, Leadership, Problem solving, Decision making, etc)