Ericsson-Worldwide Job Vacancy For Head of MSIP Operations Assurance

Head of MSIP Operational Assurance is mainly responsible for securing that operations activities are performing according to the SLA requirements and to provide an escalation point for all KPI / operations delivery performance deviations towards the customer.

Operational Assurance holds the MSIP reporting as well as the performance management function, the operations Assurance are supported by the Planning and Design node SMEs, in case of network issues.

Performance Management 24/7, due to the relative many critical and major issues and the extreme short lead time, Operational Assurance are securing the performance management function on a rotation basis, for the purpose of close customer interaction during and after the incident, as well as act as MSIP 1st level of escalation.

Responsibilities

• All assurance, fulfilment and service desk activities to be performed under the contractual scope for the specific customer, acting as a demand organization.
• Based on the contractual SLA, establish the WLA between the operations delivery units and the MSIP and monitor the delivery performance according to MS governance model.
• Secure KPI fulfilment and coordinate performance reporting to the customer organization.
• Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer.
• Approve and monitor operational performance improvement plans.
• Secure that service delivery units inputs and requirements on resource or service acceptance (according to Deployment & Integration processes) are being considered and fulfilled.
• Support MSIP Contract Management on service credits verification.
• Agree and monitor the preventive maintenance plan.
• Ensure that impacts due to forecasted periodic maintenance is reported and agreed with the customer.
• Coordinate the operational interface between operational delivery units and the customer’s retained organization (example: Customer care center) required to fulfil the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
• Ensure operational readiness – availability of operational resources and/or procedures for any new service or resource on the customer’s infrastructure.

Qualifications

• More than 6 years of experience as a manager in an operations/services/technology environment, with previous experience in managing a network operations organization.
• Senior subject matter expertise on operator network and understanding.
• A detailed knowledge of Ericsson’s existing and future product/services portfolio, roadmap information and system integration practices.
• Sense of urgency with quality as a key deliverable.
• Strong background in managing/effecting change.
• Skillful application of management information systems to the unit operations.
• Extensive experience with the interpretation of quality indicators to detect weaknesses in the units operations and implement corrective action.
• Customer orientation with excellent understanding of service providers / operator’s business requirements – be able to create true client value.

General Competence

• Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering or alternate
• Fluent in written and spoken English
• Result oriented with good skills in coordinating with people
• Conscious of responsibility
• Flexible and responsive to changing work patterns and demands
• Customer orientated
• Ericsson knowledge
• Good Telecom Business Operations understanding

Why is Ericsson a great place to work?

Ericsson is the driving force behind the Networked Society where every person and every industry is empowered to reach their full potential. Mobility, broadband and the cloud are transforming the world, enabling industries and society to provide better services, capture new opportunities, improve businesses, increase efficiency, and create new user experiences.

Our services, software and infrastructure support every major telecom operator in the world. The transformation that this brings allows people, business and society to fulfill their potential and create a more sustainable future.

With about 101,000 employees and customers in 180 countries, we combine global scale with technology and services leadership. We support networks that connect more than 2.5 billion subscribers. 40 percent of the world’s mobile traffic is carried over Ericsson networks. And our SEK 100 billion investment in research and development over the last three years ensure that our solutions – and our customers – are at the forefront of innovation.

At Ericsson, we give our employees the freedom to think big. Your ideas and innovations can turn into achievements that impact society and change the world. Are you ready to be a change-maker? Learn what makes YOU + Ericsson a powerful combination. Join us today.

Founded in 1876, Ericsson has its headquarters in Stockholm, Sweden. Net sales in 2014 were SEK 228.0 billion (USD 33.1 billion). Ericsson is listed on NASDAQ OMX stock exchange in Stockholm and the NASDAQ in New York.

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.