Core Operations Manager

Nokia Solutions and Networks Sdn Bhd; Malaysia; On-site; MYR 100,000 - 140,000; Full time

Job summary

A leading telecommunications company in Malaysia is seeking a Core Operations Manager to oversee network major incidents and ensure effective communication with stakeholders. The ideal candidate will have over 8 years of experience in the telecommunications industry, with strong telco operations knowledge and excellent communication skills. This role is crucial for maintaining service quality and enhancing customer satisfaction during crisis situations.

Qualifications

• Must have working knowledge of Telco network Operations.
• Experience in managing incidents, problems, and changes following ITIL framework.
• Demonstrable customer management skills, comfortable with data and statistics.

Responsibilities

• Manage communication activities during crisis situations.
• Oversee Post Incident Reviews and daily review meetings.
• Ensure establishment of Continuous Operations Improvements plans.

Skills

Telco network Operations knowledge

IT Service Management (ITIL v3)

Analytical skills

Customer management skills

Verbal and written English

Interpersonal skills

Education

8+ years experience in telecommunications

Job description

The Core Operations Manager role is responsible for end-to-end (E2E) ownership for the management, drive, escalation, investigation and resolution of Network Major Incidents / Crisis Situations, ensuring Business and Customer updates are timely and of required quality standards, creation and delivery of agreed action plans with named actions & clear owners / deadlines.

About Nokia

Join us in creating the technology that helps the world act together. We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future. Learn more about life at Nokia.

About the Business Group

Join Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity.

Our recruitment process

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Responsibilities

• Build & drive strong functional & working relationships between all stakeholders (management or technical) associated with End-to-End Service Delivery & Assurance
• Accountability over the Communication Management activities towards Nokia and/or Customer Top Management during Crisis Situations (High Impact / Extraordinary Impact)
• Management of Post Incident Reviews and Daily review meetings with all required stakeholders for Network Major Incidents and own e2e governance
• Technical Bridge/call Management with all required stakeholders
• Responsible for Floor Governance, Daily Huddle and Video wall monitoring in order to ensure smooth Operations and engage right stakeholders as applicable
• Focusing on continuous improvement of internal and/or external Customer Perception, Trust & Satisfaction during and post-Crisis Situations
• Promote operational rigor & adherence and is advocate for Incident & Crisis Management procedures, best practices & policies associated
• Owns the customized / tailored process and supports documentation from the process from an operational point of view. Ensures process is fit for purpose and is accountable for the overall process efficiency and effectiveness
• Ensures Major/Service Incident Reports are created, produced, reviewed and delivered towards Customer within agreed contractual SLAs
• Ensure establishment of Continuous Operations Improvements plan and implementing it with the coordination of region team
• To support attaining customer SLA consistently
• To support in preparing the SLA ratification reports
• To support all the ad-hoc requirements from Management, Region, and customer on time
• To support and focus on Escalation/Queries from different stakeholders and provide an appropriate response on time
• To maintain the relationship & rapport with region team and end customer

Qualifications

• Working knowledge of Telco network Operations, IT Service Management (Incident/Problem/Change) and Configuration frameworks such as ITIL v3;
• In depth knowledge of the Core Network including IMS, Paco, SDM
• Proficient experience in Telco network Operations, Service Management and preferably Managed Services
• 8+ years’ experience in telecommunications or related industry
• Must have good Written and Verbal English
• Strong analytical skills, comfortable with data and statistics
• Demonstrable customer management / service skills
• Cross functional Stakeholders Management Skills
• Excellent written and verbal communication and interpersonal skills

Nice to have

• Service/Quality Mindset, Decision making skills
• Strong facilitation skills and ability to gain consensus