Job Description

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Our Exciting Opportunity!

The Improvement & Performance Manager for Service Line Operate Service Improvement is a key position reporting to the Manager - Service Improvement.

The Improvement & Performance Manager is responsible for identify, drive, support and facilitate efficient & effective transformations/changes - from business needs to business results, delivering improved customer, operational and/or financial performance impact or required culture changes. Ensure definition and deployment of business-relevant key measurements. Pro-actively analyze and propose improvements to processes, ways of working, workflows, operations, and organizations. The improvements may be run in different ways: major transformation initiatives, projects/programs/line activities driving operational & functional improvements or enabling day-to-day/continuous improvements.

What Will You Do!

• Drive improvement projects in MS contracts/delivery organization with defined tangible business targets aiming at cost reduction, improved customer experience, network performance.
• Accountable for WO / ticket / alarm reduction initiatives per contract
• Perform Alarm, TT, WO correlations to resolve the chronic issues in the network.
• Validate and analyze the network performance reports & prepare action plan for network improvement.
• Participate in technical discussions in view to improve overall network performance and make recommendations wherever possible from the problem management perspective.
• Propose and ensure best practices are followed within all related functions
• Perform KPI Trend monitoring and post-deviation analysis.
• Identify, prescribe, and drive the implementation of pro-active prevention methods in problem handling.
• Drive maintains and track actions undertaken to drive improvements following governance methods.
• Identify SPOF and drive mitigation plans to minimize impact.
• Maintain RISK register for the identified risks and drive them to minimize impact or mitigation.
• Collaborate with Data Analytics teams to build models to drive prescriptive insights.
• Propose predictive analytic model based on alarms/outages, QoS based on Capacity & Utilization trends.
• To continuously engage the operations team and other teams to provide timely closure for actions.
• To prioritize problems based on the risk, impact and severity
• Contribute to develop and maintain good record of problem, root cause and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents due to same problem.

To be successful in the role you are

• BE/ B. Tech (Telecommunication/ Computer Science) / MBA
• Industry experience: 6 years and above
• Telecoms Operations, at least 3 years hands on experience in related domain
• Must have ability to drive the projects independently.
• Must have knowledge of data analytic tools, TABLEAU etc.
• Knowledge of Service Related KPI\xe2\x80\x99s and User perception understanding
• Understanding of Machine Learning, Artificial Intelligence & Cloud technologies.
• Ability to perform new Project ORQ (operation request) assessment & KPI analysis after new change implementation in network.

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that\'s why we champion 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: Improvement & Performance Manager (SD)

Ericsson