Job Description

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About this opportunity

The prime function of this role is to act as a Line manager of larger group, subject matter expert, and customer strategy liaison, leading a small dynamic team of specialists in ensuring the effective management, operation, and development of the customers network, demonstrating in depth expertise of the technical solution, specializing in one of the defined technologies.

As a 3rd line function the key focus is on proactivity, service improvement, vendor focus and customer collaboration. The role is both to demonstrate these competences, whilst guiding and advising a team to ensure their compliance and understanding of the overall customer strategy. Leading the team in their underlying responsibility to provide operational support and insight to the 2nd level support teams, identifying areas of weakness and improvement internally, and driving solutions.

• You are passionate about technology and software development
• You are continuously experimenting and learning more
• You love solving problems and digging into complex problems
• We believe in trust \xe2\x80\x93 we trust each other to do the right things.
• We believe in taking decisions as close to the product and technical expertise as possible.
• We believe in creativity \xe2\x80\x93 trying new things and learning from our mistakes.
• We believe in sharing our insights and helping one another to build an even better user plane!

Purpose of Job Role

Operations Manager Job Role is responsible to manage and coordinate Network Operations and drive domain escalation management with support of team members. This role will provide domain expertise in delivery related matters to the team, manage domain stakeholders, drive service delivery evolved.

Operations Manager job role will be assigned to people who perform the activities mentioned above and manage people supporting these activities within various functions in BCSS, this position is for Technical Authority service function

The Job Role is part of Managed Services deliveries, in line with Ericsson Operations Engine and for providing engineering Service functions to support the Service to the customer by analyzing, designing, and developing commercially viable end-to-end solutions based on the customer specifications and business needs.

This Job Role is responsible for an overall execution of the new Operation Model, having multi-technology, multivendor knowledge and end-to end understanding of the Mobile Networks architectures legacy or Cloud based. As a main responsibility, this job role will drive and support end-to-end multidomain customer projects implementation and transfer into the MS responsibilities, continues end-to-end service and automation improvements

Domain Manager/Operations Manager Job Role is responsible to manage and coordinate Network Operations and drive domain escalation management with support of team members. This role will provide domain expertise in delivery related matters to the team, manage domain stakeholders, drive service delivery evolved and will be assigned to people who perform the activities mentioned above and manage people supporting these activities within various functions in BCSS.

What you will do

• Conduct resource and people management
• Manage unit finance
• Drive service delivery evolved
• Drive stakeholder management
• Manage network operation as per WLA
• Drive domain escalation management
• Analyze E2E solution and do impact analysis
• 2nd Level assurance support activities
• Customer experience management
• System administration
• Problem management of customer offerings
• Presales activities
• Knowledge sharing & collaboration
• Finance Acumen
• OHS knowledge
• Coaching & Mentoring

Key tasks and Responsibilities

• Define, measure and delivery domain KPO to align to WLA for respective contracts
• Identify and deliver best practices to meet and exceed WLA KPI\xe2\x80\x99s
• Ensure Process and tool adherence for own unit
• Apply automation, innovation, and data analytics where applicable
• Ensure execution of EOE process to delivery network operations for domain
• Ensure that relevant information on best practices are spread in unit
• Take corrective actions to drive continuous service improvements
• Ensure use to right tools, automation, and process to delivery error free network operation
• Manage domain Escalation with respect to quality, delivery, and competence
• Identify and drive improvement programs to minimize escalations
• Contribute in MSIP/customer meetings
• Build and maintain customer relations
• Stimulate a consultative approach
• Support sales activities
• Adjust ways of working to local customs with consideration to Code of Conduct
• Drive and execute automation and Ticket WO reduction
• Ensure continous optimisation in process and WOW to reduce cost of delivery to meet SDE targets
• Govern automation delivery in respective accounts for particular domain
• Manage and follow-up of financial forecast
• Set line budget
• Optimize budget utilization
• Approve and balance sub-unit budgets based on priorities
• Approve and track time booking for team
• Identify & implement best practices
• Drive improvement programs
• Participate in external & internal networks
• Ensure adherence to global processes, methods & tools
• Approve subunit targets
• Drive strategy development
• Identify and address barriers to performance
• Drive change management according to set goals
• Develop plans for team development connected to business needs
• Plan career development
• Develop leadership skills of leaders & other leaders
• Conduct Talent Management
• Plan job rotation
• Perform assessment of resources
• Participate in assessments as assessor
• Maintain inventory of team capabilities
• Drive everyday learning
• Engage with and endorse strategic learning initiatives
• Manage and balance resources, cost, and competence based on business needs
• Recruit resources (ensuring diversity)
• Conduct succession planning
• Terminate employments
• Manage union relations
• Manage external resources Update Human Resource Management Systems Secure workplace and access rights Implement and ensure compliance to relevant parts of Ericsson Group Management System (EGMS)
• Ensure Project OHS Specialist is provided for OHS high risk project, when applicable Terminate employments Manage union relations Manage external resources Update Human Resource Management Systems Secure workplace and access rights Implement and ensure compliance to relevant parts of Ericsson Group Management System (EGMS) Ensure Project OHS Specialist is provided for OHS high risk project, when applicable

You will bring

• Expertise required with respect to Nokia, Huawei, Ericsson, NEC, SIAE etc.,
• Degree in Engineering preferably in Electronics, Telecommunication or equivalent
• 15+ years of telecom experience
• Good understanding of Network Architecture in technologies of 2G, 3G, 4G & 5G
• Relevant experience working on Ericsson OSS-RC/Sun Solaris Systems.
• You should have good knowledge & understanding of GSM / WCDMA / 2G / 3G/4G/5G. Good Knowledge & Skills on System Administration of OSS RC.
• Preferably hands-on experience of Integration & Commissioning of OSS RC. You should have Good Knowledge & Understanding of SUN Solaris/UNIX (Preferably SUN Certified), TCP IP, Networking & Sybase environment
• Mobile Telecommunications knowledge with telephony switching principles, transport networks, access networks, traffic concept, telecommunication networks & signaling, voice and data flows, value Added services
• KPI formulae, KPI degradation and KPI troubleshooting
• Solid knowledge of operation and troubleshooting of multivendor telecommunication equipment\xe2\x80\x99s Good Understanding of Machine Learning, Artificial Intelligence & Cloud technologies
• Good understanding and working knowledge of Scripting
• Core and access network performance / configuration parameters and their interpretation and usage.
• Support and supply processes.
• Analytical and synthesis capabilities
• Training and awareness of all OHS statutory requirements impacting Ericsson in local market. Hazard identification and Risk Assessment, Accident Investigation or RCA, Incident Reporting

Tools & Resources

Managed Services processes and Customer tools, Applicable tools to maintain data in HRMS for unit, Service Delivery Tools, Merlin, Operations Maturity Model, Service Delivery Strategies, Incident Reporting Tool, Ericsson Group Management System (EGMS)

Behavioral competences

• Working with People
• Relating & Networking
• Leading & Supervising
• Adapting & Responding to Change
• Delivering Results & Meeting Customer Expectations
• Persuading & Influencing
• Delivering Results & Meeting Customer Expectations
• Creating & Innovating
• Analyzing
• Applying Expertise & Technology

Typical Interfaces:

• MS Delivery Managers
• Service Support Team
• Automated Operations team
• Technical Authority Functions
• MSCLT
• Vendor Support
• 3rd Party
• Customer

Why join Ericsson?

At Ericsson, you\xc2\xb4ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what\xc2\xb4s possible. To build never seen before solutions to some of the world\xe2\x80\x99s toughest problems. You\xc2\xb4ll be challenged, but you won\xe2\x80\x99t be alone. You\xc2\xb4ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that\'s why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, .

Primary country and city: India (IN) || India : Karnataka : Bangalore
Job details: Operations Manager Job Stage: Job Stage 6

Ericsson