We are now looking for a 1st Level Operations professional. This job role is responsible for the coordination, support, management and execution of reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Required key skills
Extensive experience in operational management
Exposure of globally distributed delivery setup or Global accounts .
Knowledge of Telecom Technologies like 2G ,3G,4G, RAN, Transmission, IN, VAS, BSS, OSS, IMS, Core ,IOT ,Wireline and IP Technologies
Good people management skills including communication, negotiation and conflict resolution
Proven experience of planning, prioritization and escalation
Ability to learn and understand technologies outside of core skill set
Proven track record of management of people and Ability to Manage 24*7 Shifts
Record of leadership and operational delivery support in a telecommunications/IS/IT industry
Experience in Process Management, Preventive Maintenance, Problem Management and Incident Management
PMP Certification, ITIL Foundation Certification etc. are meritorious.
Should be a self-learner, self-motivated, team player & a problem solver
Ensures proactive and reactive management of Operations
Ensures the team delivers consistent and high quality practices
Acts as the point of contact for fault management escalation, providing direction for fault resolution and/ or escalation into support teams
Assist in innovating, developing, and driving best-practice delivery and assurance governance processes
Co-ordination of Customer Satisfaction Surveys, Customer Experience Management measurements, or similar
Coach/mentor the team and Ensure high motivations levels
Monitors and interprets team and system performance to determine success and implements improvements when possible and/ or makes appropriate recommendations for improvements
Keeps management informed of all ongoing or repeat issues through periodic status reporting
Accountable for delivering Service Level Agreement (SLA) fulfilment and Customer Satisfaction.
Continuous drive for efficiency, improvements in automation and overall excellence in Service delivery.
Shall take ownership for ensuring the correct and proper delivery of Operations Assurance services as specified in the service contracted agreements
Correlate risk and review with higher management within Risk Management strategy
Liaise with the various stake holders to ensure all issues are communicated
An ability to think through issues and to take decisive action without direction while working within guidelines (while adding and improving these were required).
Drive Competence plan within team
Assists in managing and developing tactical plans for Operations.
Ensures effective and rapid response to major incidents.
Develops and maintains departmental standards and procedures.
Consults with other teams on proper integration and correlation of the incident management process and their respective areas.
Maintains awareness of emerging technologies, trends and best practices in computing hardware, software and operational processes
Facilitates daily, weekly and monthly tactical meetings
Identify new business opportunities and drive Add-on sales.
Co-ordination of management bridge during major incidents, regular communication up to resolution towards the Customer management organization
Perform hierarchical escalation in case of major incidents and act as the single point of contact towards the Customer.
Assurance of delivery performance based on the contractual Service Level Agreement, establishment and updating of Working Level Agreements (WLA) & Operational Level Agreements (OLA).
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.
Ericsson expressly prohibits any form of workplace harassment based on 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 genetic information.
Primary country and city: India (IN) || || Noida || ServEng
Req ID: 288705