Ericsson Pakistan Jobs MSIP IT Operations Assurance
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
Ericsson Pakistan Jobs MSIP IT Operations Assurance
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