Sr. Manager, Head Of FTTH Operations & Maintenance

About the role

About the Role

Lead nationwide FTTH service operations and vendor management, ensuring reliable service delivery, disciplined installation and maintenance execution, measurable vendor performance and strong customer experience. Take ownership of nationwide operational performance, vendor SLA/KPI achievement, installation and maintenance turnaround, backlog and repeat complaint reduction, ONU collection performance, cost efficiency and governance compliance. FTTH O&M owns operational coordination, field/vendor execution, service delivery tracking and vendor SLA/KPI management. Work closely with Fixed & Mobile Technical Operation team for technical diagnosis, advanced troubleshooting, technical configuration, technical RCA and solution design.

KEY RESPONSIBILITIES

• Lead nationwide FTTH operations covering service installation, activation coordination, maintenance execution, service restoration coordination and customer-impacting operational escalations.
• Own the FTTH vendor management framework: vendor allocation, service delivery standards, installation/maintenance SLA and KPI scorecards, performance reviews, corrective actions and escalations.
• Set operational policies, standard operating procedures, service assurance governance and clear accountability across Yangon, Mandalay and other regions.
• Drive improvement of installation lead time, repair SLA, backlog, repeat complaints, first-time-right installation, and customer service outcomes.
• Oversee field execution for ODN and last-mile maintenance, ONU collection from terminated customers, work-order completion and evidence-based vendor acceptance.
• Lead weekly/monthly operational and vendor reviews; ensure corrective-action commitments are closed and contractual issues are escalated to Procurement/Legal as appropriate.
• Coordinate with Customer Care, Sales, Planning, Rollout, Finance and Fixed & Mobile Technical Operation for technical diagnosis and resolution.
• Own operating budget, resource capacity planning, vendor productivity and operational risk management; report performance and improvement priorities to management
• Review nationwide operational dashboard, critical SLA breaches, backlog, installation delays and vendor exceptions.
• Chair priority and escalation reviews; authorize recovery plans and vendor corrective actions.
• Review Yangon/Mandalay regional performance, customer-impacting issues and cross-functional blockers.
• Approve weekly priorities, validate management reporting and track major risks to closure

Education

• Bachelor’s degree in Engineering, Telecommunications, IT, Business or related discipline; relevant postgraduate qualification is an advantage.

Experience

• Typically, 5–7+ years in telecom/broadband operations, including 4+ years leading FTTH service operations, outsourced field teams or vendor management.
• Strong practical knowledge of FTTH customer journeys, ODN/last-mile installation and maintenance, work-order control, SLA/KPI governance and regional field operations.
• Demonstrated ability to lead multi-vendor performance improvement, manage operational budgets, negotiate corrective actions and communicate with senior stakeholders

Benefits

• Learning Exposure
• Medical Insurance Coverage
• Airtime Usage

How to apply: Apply via ATOM's official careers portal (myTalent): open the vacancy, click "Apply", sign in or create an account and submit your CV. Apply here: https://mytalent.aml.mobi/en/company/atom/career/jobs/29/