Jobs at Ericcson

MSIP Operations Assurance is mainly responsible for securing that operations activities are performing according to the SLA requirements (as reflected on the WLA) and to provide a escalation point for all KPI / operations delivery performance deviations towards the customer.

As MSIP Operations Assurance, you have a Coordination Role, for the operational activities which actually performed by the Operations Organization on a global site. Following are the activities you will responsible for:

• All assurance, fulfilment and service desk activities to be performed under the contractual scope for the specific customer, acting as a demand organization.
• Based on the contractual SLA, establish the WLA between the operations delivery units and the MSIP and monitor the delivery performance according to MS governance model.
• Secure KPI fulfilment and coordinate performance reporting to the customer organization and Support MSIP Contract Management on penalties verification.
• Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer.
• Approve and monitor operational performance improvement plans.
• Secure that service delivery units inputs and requirements on resource or service acceptance (according to Deployment & Integration processes) are being considered and fulfilled.
• Coordinate the operational interface between operational delivery units and the customer's retained organization (ex. Customer care center) required to fulfil the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
• Ensure operational readiness - availability of operational resources and/or procedures for any new service or resource on the customer's infrastructure.

EDUCATION

Degree in Electrical Engineering/ Telecommunication Engineering/Computer Science/Computer Engineering or equivalent. Master Degree on the engineering area would be an advantage

PERTINENT EXPERIENCE

• Have a minimum 7 years of experience in Operation and Maintenance of Telecom networks.
• Have a good management background in the telecommunication industry preferably in the Operation or Support capacity.

COMPETENCIES

Professional/Technical Competence

• Having good product knowledge
• Having excellent knowledge in Project Management (PM certified desirable)

Business Competence

• Exceptional knowledge and skills in Business Understanding
• Highly developed knowledge and skills in Financial understanding
• Exceptional English language and presentation skill

Human Competence

• Highly Developed Leadership knowledge and skills, specifically to be Business Manager, Innovator, Competence Developer and Relationship builder
• Highly Developed Communication knowledge and skills, including presentation and influencing skills
• Highly Developed Customer management and skills, including relationship building

go to method of application »

To secure the operational and financial performance of the in country MS contract, part of the global customer MS deal.To secure the alignment of the internal MS delivery organization to match the customer's business requirements (as reflected on the SLA)  

• To interact with the Head of Assurance responsible for running the RNOC to ensure our contractual commitments can be met
• The Operations Manager is accountable for the end to end managed services and contract fulfillment and profitability for a specific customer in a specific country.
• The Operations Manager is also responsible for:
• To manage the contracts execution (cost, time and quality) ensuring the fulfillment of all contractual obligations by Ericsson, the Customer and 3PP;
• To manage the operational relationship with the customer, securing to achieve a high level of satisfaction from the customer regarding the overall delivery performance
• To secure that hierarchical escalation on critical incidents (or other emergencies as specified on SLA) are followed and that the customer is always involved and updated according to contractual requirements
• To secure that all internal agreements (WLA) between the MSIP and other delivery organizations are signed and reflect the contractual requirements;
• (During Transition and Transformation) To act as the head of the customer in-sourced organization, securing at least the maintenance of operational performance and the fulfillment of specific contractual, strategic and business case requirements during these phases.
• Secure that service delivery units inputs and requirements on resource or service acceptance (according to Deployment & Integration processes) are being considered and fulfilled.
• Secure correct handling of Incident Management, Problem Management & Change Management
• Secure that the CS & SPMS contract are executed as per contractual agreement

EDUCATION

Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering or alternate

COMPETENCIES

Professional/Technical Competence

• Highly developed management, leadership skills and experience;
• Customer orientation with excellent understanding of service providers / operators business requirements - be able to create true client value.

SKILLS AND EXPERIENCE

• A minimum of five years of experience as a manager in an operations/services/technology environment, with previous experience in managing a network operations organization.
• Fluent in written and spoken English & French. Additional language skills a plus.
• Highly developed skills in interpersonal communication
• Highly developed skills in driving change