Operation Assurance Manager

7 months ago

مصر, Egypt Ericsson Full time

**Join our Team**:
**About this opportunity**

We are looking for Operation Assurance Manager to be responsible for the financial and operational and delivery performance of the Operations Assurance and Broadcast Operations assignments within a Managed Services Deal. 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, Broadcast Delivery Operations escalations, and performance reporting towards the customer.

**What you will do**
- Operational Management for the end-to-end operations activities delivery (1st & 2nd line operations, Customer Problem Management, Service & Resource Fulfillment and Field Services, Content Preparation, and Content Delivery and Distribution ) towards the specific customer.
- Delivery performance Management. Based on the contractual SLA, establishes the WLA between the MSIP and the operations delivery units, and manage the operations activities delivery performance;
- Manage customer networks, Broadcast and IS/IT performance reporting to the customer based on the operational reports;
- Coordinate and facilitate the operational interface between operational delivery units and the customer’s retained organization (ex. Customer care center) required to fulfill the SLA, establishing OLA (Operational Level Agreements) whenever necessary
- Coordinates & main operational interface towards the Service Delivery Units & Operator for Experience Management Center related to reactive and/or proactive Customer Experience Management
- Responsible for driving continuous service improvement in contractual SKPI for the Service Operations Center & PKPI for the Experience Management Center
- Ensure all the necessary changes are implemented to support the evolution of the Use Cases within the SOC or EMC with the Service Delivery Units, MSIP & Operator
- Coordinating and following up with Shift Members, Support the shift engineers especially during critical downtimes.
- Supporting escalations during critical outages.
- 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.
- 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 performance monitoring function.
- Be responsible for Surveillance Center shift attendance.
- Provide coaching to performance monitoring engineers of any new requirement / Process implementation.
- Supporting and implementing uniform organizational processes.
- Assist Management in managing crisis during incident occurrence.
- Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the customer management organization.
- Responsible for coordinating the Incident 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 MSIP functions.
- Coordinate the Problem Management status customer reporting meetings as part of the MS Governance Model.
- Seek customer approval for problem solutions that depends on customer acceptance or action, and negotiate penalties exception in case of customer non-acceptance.
- Secure maintenance support activities for field maintenance team are efficiently performed and are supported by the other delivery organizations and MSIP functions.
- Secure that the preventive maintenance plan covers customer requirements and grant customer approval when necessary, and Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer.
- Continuously drive for efficiency, improvements automation and excellence in service delivery. Approve and support improvement plans that requires multi delivery units initiatives;
- Ensure that Ericsson delivery of broadcast services aligns with customer SLA and Ericsson Performance expectations.
- Manage Broadcast Service delivery escalations to ensure Broadcast delivery success.
- Participate in governance meeting to ensure appropriate engagement and Manage customer late / incorrect delivery to ensure alignment with agreed delivery framework and minimize overhead / rework on delivery teams.
- Manage customer business priorities within Ericsson to ensure best outcomes are achieved.

**You will bring**
- Bachelor’s degree in Telecommunication
- Accur

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