L1 NOC Specialist

Job Description

Date: Sep 13, 2019

Job Summary: 

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

 

Principal responsibilities

 

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