Fo Deputy Manager

4 weeks ago


مصر, Egypt Ericsson Full time

**About this opportunity**

The Front Office Deputy Manager is the MSIP appointed responsible for Managing 1st Level Operations Teams which are entitled for alarm monitoring, classification, dispatching & incident triggering within Service Delivery Organization at Ericsson Managed Operation towards Etisalat MISR Egypt.

FO Deputy Manager shall be 1st level team interface for his technical domain and ensure on daily basis that his teams delivering the daily work within scope of contract and secure that all the operational issues are properly handled whilst ensuring customer satisfaction.

**What you will do**
- Responsible for contributing to tools, process and communications optimizations relating to Front Office Domain tasks and activities.
- Overall responsible for the delivery of First Level Assurance for technical domain
- Ensure that customer’s KPI/SLAs are met.
- Coordinating and following up with Shift Members, Support the shift engineers especially during critical downtimes.
- Supporting escalations during critical outages and handle management escalation routines within own organization
- Develop/analyze and report on status of agreed operational performance indicators.
- Effectively interface with customer to resolve any conflicts or blocking issues.
- Develop and promote the effective functioning of all 1st level operations activities across all of the NOC functions.
- Team process identification, modifications & implementation tracking.
- Evaluates and make pro-active recommendations for actions to improve processes as well as other services to provide efficiency in delivery of services.
- Directs coordination efforts with Back Office, Field Maintenance, Customer Service and other Teams regarding network concerns.
- Ensuring to follow the defined procedures in FO.
- Supporting and implementing uniform organizational processes.
- Assist Management in managing crisis during incident occurrence.
- Be responsible for Surveillance Center shift attendance.
- Provide coaching to Front Office engineer of any new requirement / Process implementation.
- Suggest to Front Office Manager for any improvement / tool for Operational improvement if needed.
- Prepare Major Incident Report.
- Ensure focus on improving customer perception.
- Ensure Individual Performance Management is conducted for all personnel in line with global HR directives.
- Ensures development plans for all staff.
- Ensure the best practices are applied to daily delivery

**You will bring**
- Appropriate degree in Telecommunications/IT Engineering.
- Minimum 5years working experience in Front office leader/NOC.
- At least 7 years of experience in the Telecom Industry within Operation & Maintenance Implementation / integration / operation / support or service Environment.
- Good knowledge and understanding of Mobile network E2E GSM, WCDMA, Core, VAS and IPBB.
- Good knowledge of the network topology, its traffic handling capabilities and traffic characteristics.
- Good knowledge of Core CS, Core PS, IPBB, IPSecurity & VAS network performance KPIs.
- Good knowledge and understanding of ETOM, MSTOP, ITIL and Ericsson Leadership Framework.
- Customer Relationship Management skills, Network service / performance focused.
- Focused on continuous improvement and increase effectiveness with knowledge and prior experience in deploying Six Sigma.
- Deep understanding of the MS delivery business requirements and Ericsson Service.
- Delivery Portfolio for Managed Services and Hosting.
- Deep understanding of service providers / operators’ business requirements.

**Why join Ericsson?**

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

**What happens once you apply?**

Click Here to find all you need to know about what our typical hiring process looks like.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more.

Primary country and city: Egypt (EG) || Egypt : Cairo : Cairo || Egypt : Cairo : Smart Village
Req ID: 732747



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