• Informatique, Télécom, Internet

IT Operations Supervisor

Vous ne pouvez pas postuler à une offre archivée
  • Nom de l'entrprise Ericsson Algérie
  • Secteur d'activité Informatique, Télécom, Internet
  • Lieu de travail Alger, Algérie
  • Date d'expiration 18 Février
  • Nombre de postes 01 poste ouvert
  • Niveau de poste Responsable d'équipe| Confirmé / Expérimenté
  • Niveau d'étude (diplome) Master 1, Licence Bac + 4| Master 2, Ingéniorat, Bac + 5

Job purpose:

  • Operations Supervisor is responsible for securing that Operations activities are performing according to the SLA requirements (as reflected on the WLA) and to provide an escalation point for all KPI / operations delivery performance deviations towards the customer.
  • Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and to serve as the primary escalation point for critical incident, Operations escalations, and performance reporting towards the customer.

Duties and responsibilities:

  • Operations Supervisor shall take ownership of the customer relationship, responsible for ensuring the correct and proper execution of the Operations as specified in the contracts and frame agreement, 
  • He/She will drive the execution of the program according to agreed time, cost and quality requirements, managing Schedule, Staffing Plan, Budget, process to be followed, Governance Model, Risk Management, Communication, Infra logistics and travel plans, communication, etc.
  • Ensure the success of the following processes for the Service Delivery
  • Incident Management
  • Problem Management
  • Preventative Maintenance
  • Change Management
  • Operational Management for the end-to-end multi-vendor IT operations activities (assurance, fulfilment, and customer problem management) delivery towards the customer
  • Delivery performance management: based on the contractual SLA and WLA between MS and the operations delivery units, and manage the operations activities delivery performance
  • Manage customer, 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 Contract Management on service credits verification.
  • Continuously drive for efficiency, improvements, automation and excellence in service delivery
  • Daily monitoring of the service quality, through service performance statistics and KPIs. Define strategies for achieving KPIs.
  • Achieve the contractual KPIs agreed between Ericsson and customer.
  • Establish procedures and processes for in-scope elements design and performance improvement.
  • Deliver continual improvement of management information, analysis and reporting to the operational management team, to support productivity and quality/error management, resource planning and financial and governance controls.
  • 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

Skills:

  • 6-8 years of experience in an IT Telco operations/services environment, with previous experience of managing IT operations & organization;
  • Telco environments understanding and experience is mandatory 
  • Knowledge and experience of multi-vendor IT operations is an plus.
  • Subject matter expertise on operator BSS
  • Customer orientation with excellent understanding of service providers / operators business requirements - be able to create true client value;
  • Operations Delivery Management
  • Sense of urgency with quality as a key deliverable;
  • Strong background in managing/effecting change;
  • Extensive experience with the interpretation of quality indicators to detect weaknesses in the units operations and implement corrective action
  • Presentation skills
  • Communication skills
  • Knowledge sharing and collaboration skills

 

Education:

  • University degree in Electrical/Electronic Engineering, Telecommunications, Computer Science or equivalent experience in a related discipline 
Vous ne pouvez pas postuler à une offre archivée
  • Nom de l'entrprise Ericsson Algérie
  • Secteur d'activité Informatique, Télécom, Internet
  • Lieu de travail Alger, Algérie
  • Date d'expiration 18 Février
  • Nombre de postes 01 poste ouvert
  • Niveau de poste Responsable d'équipe| Confirmé / Expérimenté
  • Niveau d'étude (diplome) Master 1, Licence Bac + 4| Master 2, Ingéniorat, Bac + 5
  • Informatique, Télécom, Internet