Team Leader - Back Office CORE

Job Description

Date: May 20, 2019

At Ericsson, we give our employees the freedom to think big. Your ideas and innovations can turn into achievements that impact society and change the world. Are you ready to be a change-maker? 
Learn what makes YOU + Ericsson a powerful combination. Join us today.

 

About Us 

 

We are one of the leading providers of Information and Communication Technology (ICT) to service providers, with about 40% of the world’s mobile traffic carried through our networks. We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale, making our customers successful in a fully connected world.
Together, in Romania we create a culture of innovation, constantly transforming to find new ways of working. Opened in 2007, the Global Site in Bucharest is one in only four all over the world, the only one situated in Europe and a vital component in Ericsson’s global services organization. The Romanian site currently counts on a team of 1,900 strong professionals and enthusiastic young specialists and is developing constantly to meet customer needs. 

 

Position Purpose 

 

The Team Leader for Back Office CORE team is part of the leadership team of Operate Nw, Second Level Assurance, GS Ro.
 
General objectives of the position:
 
•    Effectively manage the telecom networks with respect to the assigned team, securing the Operational Processes required, delivery of required deliverables according to WLA (working level agreement) or project specifications, company and industry standards and ways of working, Guidelines, and specific KPIs;
•    Manage the Human Resources in order to plan, estimate and carry out the required activities to time, quality targets and in accordance with the company standards, processes and ways of working.
•    Fully understand the Service & Resource Fulfillment methodology, define preventive activities to reduce the possibilities of fault apparitions in the maintained networks and ensure that the team adheres to this methodology, initiating corrective action where appropriate
  
Staffing and Line Management responsibilities:
 

•    Ensure that resources are made available to undertake the agreed responsibilities and that they are properly utilized and accounted for.
•    Responsible for following in a timely and correct manner of the below activities:

•    HRMS accuracy (personal data);
•    Full compliance of employees with Internal Regulations;
•    Ensures career and development plans for all staff along with succession plans for their team members;
•    excellent Career Competence Model knowledge required;
•    Ensure Individual Performance Management is conducted for all team personnel in line with HR and Management directives Ericsson ways of working, respecting the HR Calendar;
•    Recruitment, Hiring, Retention and Termination related activities (Note: Any related document required by the labor law to be concluded with new personnel shall be signed by Ericsson legal representative);
•    Ensure successful on boarding of new employees;
•    STV forms filled and targets explained on time;
•    Timely and accurate Time reporting of the team according to Company’s rules.
•    Vacation planning of the team, shift planning according to Company’s instructions and Internal Regulations.
•    Adherence from employees to International Mobility procedures (STA, Business Trips, etc.).
•    Advice department manager, project management or MSDM on the resources required for projects or for Operational Delivery.
•    Have the accountability to raise requisitions on time after aligning with the manager, drive the recruitment for the required resources (ensure posting of requisitions, timely cv screen, technical and business interview and feedback and final offer request).
•    Constantly pursue team and individual productivity and optimal performance of the delivered services.
•    Support in developing reporting/ operational PI’s. Responsible for analysis and report on status of agreed performance indicators to the direct manager.
•    Developing and maintaining a high-performance culture, ensure appropriate level of competence and motivation within the department, ensuring timely and high-quality delivery
•    Facilitate job rotation and knowledge sharing, making sure that these actions support team’s efficiency and development;
•    Responsible for the timely and accurate Time reporting of the team according to Company’s rules.
 
Operational responsibilities:
 
•    Check progress against targets, reporting as necessary and acting to resolve deviations and seek continuous improvement.
•    Accountable for maintenance of the technical and procedural documentation up to date, complete and stored in such a way to be known and available to all the team members and the management;
•    Act as an effective member of the Units Extended Leadership Team, working towards its objectives, including cross-unit and cross business unit objectives;
 
Business Competence:
 
•    Business Understanding;
•    Very good knowledge and understanding of Managed Services Delivery Model and its processes;
•    Extensive experience with the interpretation of quality indicators to detect weaknesses and implement corrective action;
•    Proactive approach to minimize or eliminate the business-critical situations.
•    End user orientation/ Customer orientation with excellent understanding of service providers / operator’s business requirements - be able to create true client value;
•    Knowledge of Ericsson GS processes and instructions.

Technical competence:
 
General:
 
•    Participate in the creation / updating of the procedures and the Technical Instructions to be in line with the technical standards in force. Provide support in improving technical procedures.
•    Quality and quantity of documents and / or presentations prepared in the activity carried out according to the requests received;
•    Has an active role in the coordination and training of new team members if nominated to perform this activity by the direct manager.
•    Perform any other new activity related to the IT&C domain at the request of the direct manager.
•    Experiences and continuous self-improvement in Telecommunication and related activities within the project.
•    Generate scripts or any other program required in daily activities.
•    Ensure that other team members have access to the collected information.
•    Has the ability to develop procedures for automating repetitive requirements.
•    Timely completion of tasks from the direct manager;
•    Effectiveness of the activities undertaken; Active participation in the development of new solutions to implement customer requirements.
•    Achieving individual quantitative and qualitative objectives;
•    Providing optimal IT/ Telecom network performance in accordance with SLA and KPI agreed with the customer;
•    Contributes to the specialized knowledge base of the compartment.
•    It is permanently documented by specialized subjects (studying books in the field, documentation in electronic format, participating in discussions on topics of interest).
•    Activities that combine analytical and design skills with the appropriate knowledge of software and hardware to define, design, implement, test, implement and modify IT systems that contain software as the main component;
•    Creation of implementation files based on parameters agreed by the client planning team;
•    Configuring Telecommunication Networks. (process - Change management);
•    Intervention in the event of occurrence of incidents during and / or after the configuration has been completed. (Process - Incident Management);
•    Trouble tickets creation in order to highlight unresolved issues after completing setup. (Process - Incident Management);
•    Transferring configured nodes to network maintenance team (Process - Fulfillment);
•    Provides remote support for the personnel who perform the implementation activities on the field. (Processes - Fulfillment & Fault Management);
•    Deliver reports on executed activities;
•    responsible for configuration of nodes, maintenance during the configuration process and involvement in the process of transfer to the maintenance and maintenance team in accordance with the processes:
 
Service & Resource Fulfillment:
 
•    Creation of implementation files based on parameters agreed by the client planning team;
•    In the process of implementing configuration files (WO - workorder), it signals to the issuer of WO any inconsistent configuration parameters or other mistakes found in WO; the responsibility for the correct issuance of an WO and the data passed to a WO is the WO's issuer.
•    Configure the equipment according to the specifications in the Work Order;
•    Provide remote support for the personnel who perform the field implementation activities; For activities carried out in close coordination with field staff, the timetable and working days must be observed in the country where fieldwork is being carried out in order not to impact delivery times and comply with the rules in the country (e.g. access to the location , work at height, hours worked continuously, etc.);
•    Participate in the acceptance of new equipment introduced into the network or after any change of parameters requiring acceptance; check and test the services, configuration parameters and performance according to the procedure.
•    After finalizing the implementation, it is responsible to introduce the changes implemented in the databases that maintain the network configuration.
•    In the case of activities with impact that cannot be accepted during the day, they take place during the night.
•    If site access can only be done outside of program hours or during the night, activities on these sites will take place within the time agreed by the client.
•    Contributes to the specialized knowledge base of the compartment.
 
Change management:
 
•    Coordinate the planning and implementation of the actions described in the WO tickets to ensure that the impact is minimal, and the activity is conducted according to the agreed SLA.
•    Assure that inside their team the notification and the approvals to start the maintenance and maintenance team activity are done in an appropriate mode, according to the agreed procedures.
•    Assure that the notification of the Incident Management team if the impact is greater than the anticipated impact, or the duration of the impact is greater than the originally state, is done in an appropriate mode.
•    Assure that after completing the work, the activity report is sent to all the impact entities
 
Incident management:
 
•    Intervention in the event of occurrence of incidents during and / or after completion of the configuration according to the agreed SLA.
•    Tickets initiation (GIR) to highlight problems occurring during setup and/ or unsolved after completion of configuration;
•    Escalates the unresolved incidents towards the responsible groups and aims to observe the performance indicators mentioned in the OLA (operating level agreement) with that group.
•    Coordination of the other departments involved in the process of repairing the problems;
•    Ensure that all malfunctions and disruptions of software and hardware systems are captured in the project-specific ticketing system.
•    Contributes to the specialized knowledge base of the department.
 
Reporting and analysis:
 
•    Activity report or any report requested by the direct superior;
•    Team Performance Report.
•    Collect, structure and analyze relevant information to improve the team’s performance.
 

Job requirements:
 
•    Graduation diploma for a long-term university education;
•    Understanding telecommunication networks and network elements;
•    Fluent English written and spoken;
•    Ability to react quickly, communication and teamwork;
•    Ability to work on legal holidays or during nights;
•    Concentrated and distributive attention
•    Initiative
•    Ease, clarity and coherence in expression
•    Analytical technical thinking
•    Communication skills
•    Collect, classify and interpret information
•    Perseverance, task orientation, concentration power, interest in documenting and problem solving, practical spirit, informing, helping and developing others, tact, kindness, ambition, self-confidence.
•    Leadership qualities


What we offer

 

•    Competitive Salary Package
•    Work from home & Flexible Working Hours
•    You will benefit from a wide range of learning opportunities and knowledgeable colleagues 
•    You will have access to latest technology and support to showcase your bright ideas
•    You will enjoy Ericsson’s ways of working that value the importance of work life balance 
•    Benefits package: including premium healthcare & gym subscriptions
•    You will be part of an active community via Brand Ambassadors, CSR Activities, Sports Teams
 

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Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

 

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

 

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

 

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Primary country and city: Romania (RO) || || Bucharest || IT; ServEng

Req ID: 280383