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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.
This is a key role within the 24/7 shift environment acting as the role overall responsible for the Bucharest NOC within SL Operate covering SDU Operate Romania and SDU Operate IoT & Media. Primary lead for all major or significant incidents affecting the customer(s) service or network. The individual is responsible for owning, driving and managing the restoration of the service or network ensuring clear, concise and timely communication is maintained throughout the lifecycle of the event. Role will be part of a team of Operations Centre Managers which will provide a permanent presence within the Bucharest NOC covering shift rota.
When on shift the individual will be responsible for the “Real Time Management” of the operational service maintaining constant awareness of overall performance and taking necessary actions to correct the delivery to ensure required service levels are maintained, improved, or recovered. Will be the most senior member of the 24/7 Bucharest NOC team, in place to drive the NOC to deliver outstanding service to our customers.
Key tasks and Responsibilities
Accountable for the “Real Time Management” of the service/network maintaining a constant awareness of the delivery and performance. Take necessary actions to ensure service levels are maintained or improved and identifying any potential future risk(s) were specific plans/actions may be required to either mitigated or reduced likely impact.
Accountable for the overall performance of the SL Operate NOC while on shift, ensuring colleagues from across SL Operate are completing their tasks and activities as per the requirements of their contracts.
As the most senior person on shift within the Bucharest NOC you will be responsible to take the final decision on how to handle incidents, to join customer calls as required and provide clear direction to the other colleagues on shift from across all SL Operate functions, e.g. Service Management, Front Office, Service Desk, Back Office, etc
Accountable for management of major/significant Incidents which may/have affected the customers network or service ensuring that relevant actions are taken to the restore/stabilise the service as quickly as possible. Provide clear, concise, and timely communication to customers and internal stakeholders throughout the lifecycle of the Incident managing expectations, issues or concerns effectively.
Accountable for ensuring initial incident report is created post service restoration or incident closure. Contributing to the content were required, ensuring any actions, observations or learnings are captured and any immediate relevant follow up activities are requested and tracked within the relevant system/process.
Accountable for “Real Time” performance of the Bucharest shift teams, ensuring that activities/actions are in line with immediate priorities of the network/service and they are being progressed correctly.
Accountable for ensuring handover between teams/individuals, ensuring continuity in the management of ongoing Incidents or events and awareness of current risks and issues which have or might gain high level of visibility or attention within the customer/internal organisation.
Creating or updating process documentation to reflect changes in handling of customer escalations or queries
Actively contributing to development and improvement of the service across all aspects of the delivery (Ways of working, management of work stack, customer interface and management, 3PP engagement, performance of delivery units, automation etc).
Maintain and drive a self-managed competence baseline, identifying development and learning requirements in line with the customer network/service evolution and its strategy. Sharing knowledge and experience openly with the formal and virtual team members.
Highlight any performance issues in the SL Operate Bucharest NOC teams and propose improvement plans as required
Technical Competencies & Experience (Essential and Desirable)
Good level understanding of the customers network and services.
Experience working within a customer lead environment with ability to manage customer expectations and build/maintain key relationships.
Proven ability to manage/lead service/network recovery within a complex support and service environment.
Ability to use database/spreadsheet applications to manipulate data and reports to support ongoing analysis and present conclusions.
Good understanding of ITIL incident, problem, change practices.
10 years+ experience working within a NOC type environment.
Key personal traits
Good people skills with ability to lead/manage multi-disciplined teams within local and global environment against time critical events and incidents.
Strong Team player (formal and virtual teams).
Excellent communication and relationship management skills with ability to lead/steer decision making process.
Good time management, planning and organisation skills, with ability to review and adapt based on changing operational environment.
Analytical and strong problem-solving skills, with thorough attention to detail.
Confident communicator, internally and customer-facing, written, verbal and face to face.
Proven level of experience in Operation & Maintenance, implementation, integration, operations, support or testing environment.
What we offer
We will value your competences
You will work in a dynamic company along with the smartest people in the industry
You will benefit from a wide range of learning and transfer knowledge from/to your 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 etc.
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Primary country and city: Romania (RO) || || Bucharest || Consulting&SysInt; IT; SharedServ
Req ID: 288332