The Vice President, Technology Operations will provide overall operational support leadership for Fixed / Wireless Network technology and IT functions for the Product Development, IT & Technology organization.
This leader will report directly to the Chief Technology & Product Officer and is responsible for day to day maintenance, operations and support of the IT infrastructure, new technology roll out, network services Ops support, Proactive Maintenance, Central NOC, data Center Operations, tools and maintenance of Internal IT infrastructure and Manage services.
This role will define the operational strategy and most importantly, ensure effective execution of Operations for all services across Liberty Latin America.
This includes evaluating and selecting 3rd party partners to perform managed services for portions of the operations across the footprint.
Ensuring service availability, network reliability and the best customer experience Lead the organization to leverage scale, set operational standards, drive compliance, and deliver service improvement objectives that materially improve the customers experience of our services Developing and driving operational requirements into the technology roadmap for Network OSS / BSS, consumer and business products within LLA Establishing and executing the network lifecycle roadmap in partnership with Technology and Engineering to ensure operational standards are maintained as technology evolves Assuring the organization’s systems and operational processes are highly reliable and exceed the end customers’ expectations Delivering end-to-end operational management of the Consumer, Business and IT services and all necessary actions required to deliver the service within pre-defined service assurance measures contributing to the overall customer satisfaction Providing day-to-day leadership and management of Fixed and Mobile Network, Data Center, Fiber Network and IT Operations Prepare and execute operational strategy and partnered solutions for improving operations performance and economics across the footprint Meet operational & TSA targets including NPS targets, network and service support targets, ongoing technology / infrastructure improvements and innovations Deliver operational requirements and support for Product Roadmap across consumer and B2B services.
Support and Execute Transformation and Outsourcing initiatives across key business functions, including M&A integration activities Proactively govern and manage 3rdparty managed service suppliers to meet SLA adherence and contractual obligations of performance Lead End-to-end service governance, including Incident / Problem / Change management across platforms, vendors and operating countries.
Drive Service Monitoring strategy and continuous improvement of customer experience. Partner with Product Development, Technology, IT, Finance and VPTOs to ensure close alignment between Operational activities and all other functions of the organization are met.
Provide timely, accurate and complete reports on the operating condition of the network and its’ services across Consumer, Business and IT domains.
Combine, Harmonize and Rationalize the Maintenance & Support (M&S) cost where scale can be leveraged against value of support.
Make Automation a Cornerstone Initiative for Operations organization, including Dark NOC and self-healing infrastructure Lead the development, communication and implementation of effective Operational Optimization strategies, integrated automation of processes that enable efficiencies Create vision and oversee implementation of how existing and emerging technologies should be applied across the technical infrastructure and BSS / OSS application system software ensuring consistency with and support of LLA’s business plan Ensure the organization delivers consistent, repeatable and cost-effective infrastructure, data, voice, security, applications support, and application development services to both internal and external partners Communicate regularly with executives, define and execute growth and retention strategies, conduct periodic performance and business reviews, set and manage delivery timelines, and ensure delivery of committed goals Increase standardization and automation tools which will enable staff to be productive and more autonomous Ensures that a business continuity and disaster recovery plan is in place and adhered to across the systems and infrastructure.
Preferred education / qualifications : BS / BA or in Information Technology or equivalent Knowledge & Experience : At least 15 years work experience in all phases of technology or Network operations.
10 to 15 years of experience in managing one or more major network and information processing functions. (operations, development, Network technology) and / or advanced college training in management.
Skills & Abilities : Strong leadership with an unparalleled customer focus mindset High level strategic thinker with honest and direct communication skills Strong business acumen Ability to influence partners across the organization and work well with others Comprehensive knowledge of information systems technology subjects and extensive knowledge of hardware and software with the ability to keep abreast of new technologies Leading consistent with LLA Philosophy and Values Foster a positive and motivational environment for the team, emphasizing integrity, respect and accountability, and providing opportunities for team members to enhance their skills and grow their careers.
Motivate and lead a high performance Operations team; coach and develop staff to enhance performance, provide a motivational career progression and build a positive, team-based culture.
Foster a success-oriented, accountable environment within the Operations team Manage and oversee multiple, complex projects which are broad in scope and deliver a significant value to the company's top level objectives & goals Progressive views and knowledge of cybersecurity, privacy and related risk factors