Responsible for Line Management of the team-for 24x7 operations environment!
Responsible for day-to-day delivery execution and delivery performance that includes WLA, OLA, SLA and KPI compliance of the for the customer account!
Close working with MSIP, Head of service management and LSO Operate team including service reliability lead and ensure delivery from the team as per customer expectation.
Provide leadership during incidents crisis situations
Lead and facilitate the engaged team toward restoration of service in the shortest possible lead times.
Ensure the team adapts to ever changing dynamic work environment and managing the customer expectations.
Estimation of efforts to support MSIP and pre-sales team for new scope or new business.
Hiring the employees in the team for resignation replacement and add on scopes within stipulated timelines with minimal impact to operations and support any incoming transition whenever required.
Onboarding and deboarding of direct reporters as per the process and ensure the knowledge Transfer [KT] and [On the Job Training] OJT for new hires is done in a way we have minimal impact on the operations.
Maintaining a healthy working environment and succession management within the team.
Mentorship by guiding people under the-team for their future growth path and planning competence development accordingly.
Responsible for Competence Capability Build through hiring, training mentor according to dimensioning.
You will bring General Proficiencies:
Functional Skills: Excellent analytical, customer critical issue handling and service delivery skills
Interpersonal Skills: Good English communication and presentation skills and the ability to share knowledge
Technical Proficiencies:
Good knowledge of Managed Services setups, Ericsson operations Engine(if internal candidate) and Telecom Operations specially around Dispatch
Good financial understanding and cost awareness
Human Proficiencies
Leadership skills: Good in People and Process Management.
Language skills: Fluent spoken English excellent English written communication skills
Values and behaviors: Pro-active and able to work under pressure, Leadership quality, mentorship skills, customer handling and negotiation skills.
Key Proficiencies:
Qualifications: B-Tech/ B.E. full time and regular from a recognized university.
Years of experience: 10-13 years
more than 5 years in Dispatch
more than 10 years in telecom operations.
Certifications: Mandatory - Preferred: ITIL Service Operations.
