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Operations & Maintenance Head
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Written by MBA Jobs
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Thursday, 22 April 2010 |
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Job Code: 14613
Location:
The position is O & M (Operations and Maintenance Head) for Telecom Operations
HEAD – O & M
Reporting to: Project Director
A. CONTEXT
Purpose:
* This position will lead the Operations and Maintenance team for Wipro’s total outsourcing engagement with Telecom Operator
* The O&M Head will be responsible for managing the Operations Centres (including operations, recruiting, training, managing and motivating). There will be one Main Data Centre and one DR centre. There will be 4 Regional Hubs catering to localized support for circles.
Context:
* The Operations Centers will operate 24/7/365.
* Inter-working with cross-functional teams (LOBs, Service Lines) to define, propose, and deliver innovative solutions.
B. RESPONSIBILITIES
* Manage the day-to-day applications and infrastructure operations of Telecom Operator.
* Effectively develop and implement best practices processes and procedures for all aspects of a 24/7/365 operations of a GSM Mobile services operator.
* Capable of leading the O&M team;
* Develop coverage plans to ensure staffing levels are adequate to support a 24/7/365 operation;
* Institute a center of technical expertise that provides quality support and resolution of customer reported events in a timely and effective manner;
* Adhere to all developed/contracted Service Level Agreements (SLA) in association with specific services/customers;
* Drive all necessary escalations, as required, through resolution;
* Prepare and deliver all reporting metrics in association with the 24/7/365 operations center. Ensure timely delivery of MIS reporting operational health.
* Incorporate all necessary product training and staff development to support changing and or new service offering
* Ensure all operating policies and procedures are developed, maintained and adhered to by all operations staff, including customer sensitive data and security policies;
* Develop internal working SLAs to ensure Support Center Systems availability, to include redundant operations and disaster recovery procedures;
* Establishment of KPI’s to support O&M quality initiatives, technology and process audits, and optimisation application management.
* Implement best-practice Policies and Procedures, Planning and Design techniques/tools in line with architectures and roadmaps;
* Manage the P&L of O&M team. Identify and implement new methods of reducing CAPEX and OPEX costs (e.g. new technologies, application modification, process automation etc) along with infrastructure and application teams.
* Build team by guiding and developing subordinates.
C. EXPERIENCE AND QUALIFICATIONS
Minimum Experience & Essential Knowledge:
* Strong technical knowledge in areas of telecom operations, OSS, BSS, ERP, CRM and SDP systems, as well as their deployment and management. Alternately, strong expertise in running 24x7x365 operations of a subscriber centric operations e.g. Banking, Utilities etc.
* Customer-focused, passionate about delivering exceptional Customer
Technical Support
* Exceptional Communication and Customer interface skills;
* In depth knowledge to develop and operate a world class operations centre.
* Demonstrate leadership qualities/skills;
* Deliver customer facing quality and operations reviews regarding network performance, Implementation, Hardware, Networks, Customer support, Network Testing, management, motivation;
* Strong experience in NOC operating and performance management/enhancement and processes planning tools.
Minimum Entry Qualifications:
* Bachelors degree, preferably in Computer Science or EE; MBA
* Total IT experience would be 17 years +
* 8-12 years of Senior Management experience with direct responsibility for a 24/7/365 Global Network Operations Center (Carrier and or Service Provider) - interfacing with field operations pre-post network live operations.
Thanks & Regards,
Priyanka Karmakar
|Manager Delivery |New Era India Consultancy Pvt Ltd |
|Mobile:+91-9620963562|T:080-41231180, Extn: 738|E-Mail: k.priyanka@neweraindia.com
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