Position Title: Head of FTTX Operations and Maintenance

1. Position Overview

The Head of FTTX Operations and Maintenance is responsible for the end-to-end operational management of the company’s FTTX network infrastructure, ensuring high network availability, service quality, and operational efficiency.

This role oversees the full operational chain including Network Operations Center (NOC), Back Office Technical Support, and Field Maintenance Teams, ensuring seamless coordination across monitoring, fault diagnosis, repair, and service restoration.

The position plays a critical role in driving operational excellence through process optimization, automation, and data-driven decision making, while ensuring that customer service performance and network KPIs are consistently achieved.

2. Key Responsibilities

2.1 End-to-End FTTX Operations Management

u Lead the overall operations and maintenance of the FTTX network including GPON, OLT, ONT, OSP, and related infrastructure

u Ensure high levels of network availability, reliability, and service performance

u Manage and coordinate the activities of NOC teams, technical support teams, and field engineers

u Ensure rapid fault identification, escalation, and resolution across all operational layers

u Monitor operational performance and ensure compliance with network service standards

2.2 Operational Process Governance

u Establish and optimize end-to-end operational workflows covering fault detection, diagnosis, dispatch, repair, and verification

u Develop and maintain standardized SOPs, escalation procedures, and service management processes

u Ensure operational processes comply with defined service levels and contractual requirements

u Monitor operational KPIs such as:

MTTR (Mean Time to Repair)

Fault resolution time

Network availability

Service quality indicators

2.3 Network Performance and Service Quality Management

u Monitor and improve FTTX network performance and stability

u Analyze recurring faults, root causes, and operational bottlenecks

u Drive initiatives to reduce network incidents and improve service reliability

u Work closely with network planning and engineering teams to address structural network issues

u Support network optimization initiatives to enhance customer experience

2.4 Data-Driven Operations and Digital Transformation

u Promote data-driven operations management using network monitoring systems and operational analytics

u Implement automation tools and intelligent fault management solutions

u Develop dashboards and reporting mechanisms to improve operational visibility

u Support digital transformation initiatives to enhance operational efficiency and service quality

2.5 Team Leadership and Capability Development

u Lead and develop a high-performing multi-layer operations team

u Foster strong collaboration between NOC, technical support, and field maintenance teams

u Define and monitor performance metrics across operational teams

u Promote continuous improvement through training, knowledge sharing, and process optimization

u Build a culture of accountability, efficiency, and service excellence

3. Qualifications

3.1 Experience

u Minimum 8 years of experience in telecommunications network operations

u At least 5 years of leadership experience managing network operations or maintenance teams

u Strong experience in FTTX / GPON network operations

u Proven experience in operations management, service delivery, and process optimization

3.2 Technical Knowledge

u Solid understanding of FTTX network architecture including OLT, ONT, OSP, and GPON technologies

u Experience with NOC operations, fault management systems, and ticketing platforms

u Familiarity with network monitoring tools and OSS platforms

3.3 Core Competencies

u Strong operational leadership capability

u Excellent analytical and problem-solving skills

u Cross-functional coordination and communication

u Process design and operational governance

u Data-driven decision making

3.4 Preferred Qualifications

u ITIL certification, especially in Incident Management and Problem Management

u Experience working in large-scale telecom operator environments

u Experience implementing network automation or intelligent operations systems

4. Key Performance Indicators (KPIs)

u Network availability and reliability

u Mean Time to Repair (MTTR)

u Fault resolution efficiency

u Customer experience and service quality metrics

u Operational cost efficiency