Operations Manager

Job Description

The Operations Manager runs efficient and effectively managed services to meet customer-agreed service levels, continually assuring process performance and optimizing delivery resources.

Knowledge & Experience Typically requires 9+ years of extensive relevant experience covering below and/or a graduate / postgraduate equivalent degree. Direct handling of customers (Senior Management) as onsite (customer premises) delivery:

• Broad working knowledge of Multivendor technologies in Fixed line technology (OLT, ONT, RSU), Billing/Provisioning systems for Fixed lin,e and Mobility.
• Broad working knowledge of Multivendor technologies including Volte, CS/PS Core, RAN (2G/3G/4G/5G), Transmission MW/DWD,M and IP.
• Good understanding of OSS/BSS systems and Databases (Neo4j, Oracle, Mongo, MariaDB).
• Good understating of VNF (Virtual Network Functions) and CNF (Cloud-Native Network Function) and RHOCP.
• Excellent written and verbal communication skills in English.
• Strong interpersonal skills and ability to influence and motivate the team.
• Business Acumen and Business case development skills.
• Problem-Solving skills to handle complex issues in a fast demanding customer environment.
• ITIL knowledge with a focus on Incident, Change, Problem, and Performance Management
• Should be able to work during off hours as required.
• Knowledge of MS Blueprint Operating Model or preventative maintenance an advantage
• A Self-starter must be productive with minimal direction
• Delivering services of large-scale Telecom MS operations, with 5+ years in a Direct customer facing/handling role.
• Leading Daily/Weekly/Monthly Governance with Customer Senior Management team.
• Governing day to day operations with delivery team and managing the SLA/KPI.
• Responsible for Monthly Sign-off of contractual SLA/KPI (Penalty attached contract).
• Collaborate with Care Technical Manager, Delivery Technical team, Regional SME, Customer for technical issues.
• Responsible for End to End driving of the incidents in network.
• Bridging the communication between Technical troubleshooting and incidents/issue updates to higher management.
• Exposure in remote delivery and field team interactions in troubleshooting and configuration
• Understand customer requirements and act accordingly in shortest possible time.
• Interaction with other cross functional domain like BO, Finance, Automation and Pre-sales team.
• Understanding and knowledge of trouble tickets life cycle and successful closure of tickets to achieve SLA.
• Driving transformation/improvement programs
• Identify service issues/problems, driving improvements through the delivery organizations
• 24X7 availability for team and client.
• Excellent knowledge and understanding of telecom/IT network and elements