Head of Network Operations

Position Title: Head of FTTX Operations and Maintenance

The Head of Network Operations is a full-time, on-site role based in Dubai. This role involves leading the design, implementation, and management of robust, secure, and scalable network infrastructures. Daily responsibilities include overseeing network security protocols, ensuring seamless connectivity, maintaining uptime, troubleshooting issues, managing a team of network professionals, and optimizing overall network performance. Collaboration with cross-functional teams to ensure alignment with organizational goals is a key part of the role.

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

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

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

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

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

Monitor operational performance and ensure compliance with network service standards

2.2 Operational Process Governance

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

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

Ensure operational processes comply with defined service levels and contractual requirements

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

Monitor and improve FTTX network performance and stability

Analyze recurring faults, root causes, and operational bottlenecks

Drive initiatives to reduce network incidents and improve service reliability

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

Support network optimization initiatives to enhance customer experience

2.4 Data-Driven Operations and Digital Transformation

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

Implement automation tools and intelligent fault management solutions

Develop dashboards and reporting mechanisms to improve operational visibility

Support digital transformation initiatives to enhance operational efficiency and service quality

2.5 Team Leadership and Capability Development

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

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

Define and monitor performance metrics across operational teams

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

Build a culture of accountability, efficiency, and service excellence

3. Qualifications

3.1 Experience

Minimum 8 years of experience in telecommunications network operations

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

Strong experience in FTTX / GPON network operations

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

3.2 Technical Knowledge

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

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

Familiarity with network monitoring tools and OSS platforms

3.3 Core Competencies

Strong operational leadership capability

Excellent analytical and problem-solving skills

Cross-functional coordination and communication

Process design and operational governance

Data-driven decision making

3.4 Preferred Qualifications

ITIL certification, especially in Incident Management and Problem Management

Experience working in large-scale telecom operator environments

Experience implementing network automation or intelligent operations systems

4. Key Performance Indicators (KPIs)

Network availability and reliability

Mean Time to Repair (MTTR)

Fault resolution efficiency

Customer experience and service quality metrics