Ericsson Pakistan Jobs MSIP IT Operations Assurance

June 10, 2018 admin

Ericsson Pakistan Jobs MSIP IT Operations Assurance

The main purpose of the role IT Operations Assurance (OA) Manager is to manage activities carried out within the ITO Managed Services area and act as a SPOC for Jazz. This involves management of staff, ensuring that services are delivered according to agreed contracts (follow-up on set KPIs), involvement (or responsibility) in budget activities and working on improving the organizational efficiency, processes and methods within the relevant area.
The activities are carried out within the Managed Services Telecom Operations Practice (MS TOP) area.

Responsibilities: The IT OA Manager is associated to the Readiness, Fulfillment, Assurance and Billing (R-FAB) process area and is the owner of the processes relevant to the Managed Services organization. The IT OA Manager will be responsible for;

Ensuring that the outsourcing partner has necessary teams in place in different domains within IT and implement & follow the ITIL processes.
Strategically and Tactically manage the IT Outsource Service to Jazz
Service Delivery as per agreed KPIs and Service Levels Agreements
Performance and complete management of all resource deployed and engaged in the IT Outsource Service
Oversee training, development and performance management of all Human Resource engaged in the IT Outsource Service
Planning, Forecasting, Risk Management, Issue Management, and Communication Management for the IT Outsource Services
To ensure that Vendor Management is performed and all escalation procedures are undertaken as and when needed.
To ensure that needed best practices and process and alignment to international standards and models is ensured at all times
To ensure that adequate resources are provided to ensure the IT Service Delivery
Act as a Single Point of Contact for all key Stakeholders of the IT Outsource Service
To ensure that appropriate Communication and Reporting is performed keeping all the relevant stakeholders informed of the IT Outsource Services.
Ensure effective implementation IT Service Management portfolio including;
- Incident Management
- Problem Management
- Preventative Maintenance
- Change management
- Release Management

Main Activities

IT Operational Management for the end-to-end multi-vendor network operations activities (assurance, fulfilment, and customer problem management) delivery towards the customer
Delivery performance management: based on the contractual SLA, establish the WLA between the MS and the operations delivery units, and manage the operations activities delivery performance
Manage customer networks, performance reporting based on the operational reports
Coordinate and facilitate the operational interface between operational delivery units and the customer’s organization required to fulfill the SLA, establishing OLA’s whenever necessary
Perform hierarchical escalation in case of critical or major incidents and act as the main interface to the customer
Coordinate the Incident Management and Problem Management status customer reporting meetings as part of the MS Governance Model
Secure Problem Management activities are efficiently performed and are supported by the other delivery organizations and MS functions
Secure that the preventive maintenance plan covers customer requirements and grant customer approval when necessary
Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer
Ensure operational readiness – availability of operational resources and/or procedures for any new service or resource on the customer’s infrastructure.
Support MSIP Contract Management on service credits verification.
Continuously drive for efficiency, improvements, automation and excellence in service delivery
Ensure that Ericsson managed services delivery aligns with customer SLA and Ericsson performance expectations
Manage customer business priorities within Ericsson to ensure best outcomes are achieved

Education: University degree in Electrical/Electronic Engineering, Telecommunications, Computer Science or equivalent experience in a related discipline

Required Business Competence

15 years of experience in Service Delivery Management in IT (Application & Infrastructure)
Risk Management & Issue Management

Knowledge of Business Applications: CRM, Billing, ERP, and BIDW applications

Experience creating, developing, and implementing operating policies and procedures in compliance with various internal standards or external standards such as ITIL, eTOM, CMMI
Excellent Leadership Skills
Excellent resource development skills
Conflict Resolution and Multi Contract / Multi Stakeholder and Multi Project Management Skills
Ability to Manage an end-to-end Service against Service Level Agreements and KPIs
Escalation Management, Customer Relationship Management, and Vendor Management Capabilities Apply