Head of Network Operations — Access & Transport

Ericsson; Shah Alam; On-site; MYR 180,000 - 280,000; Full time

Job summary

Ericsson is seeking a senior leader to head MS Network Operations I Access and Transport within its Managed Services team. You will oversee delivery performance against SLAs and OLAs, serve as the primary escalation point, and report on network and IS/IT performance for assigned customers.

You will drive operational excellence, coordinate interfaces between delivery units and customers, and manage problem management and preventative maintenance to meet contractual commitments.

Qualifications

• Experience overseeing end-to-end delivery of operations.
• Ability to manage working level agreements and escalation processes.
• Strong focus on service quality and customer satisfaction.

Responsibilities

• Manage end-to-end delivery of operations for specific customer, including delivery performance based on SLA, providing performance reporting on customer networks and IS/IT
• Coordinate any operational interface between delivery units and customers retained organization
• Act as main customer interface in managing major incidents, providing resolution reporting to customer and escalating the incident as necessary
• Ensure problem management activities are performed and supported by all delivery organizations
• Coordinate customer reporting meetings for problem management status
• Gain customer approval for solutions and/or negotiate penalties in case of customer non-acceptance
• Plan for preventative maintenance that covers customer requirements, report on any impacts and grant customer approval as necessary
• Continuously drive for efficiency, improvements and excellence in service delivery

Skills

SLA management

Incident management

Performance reporting

Stakeholder engagement

Job description

Ericsson is seeking a senior leader to head MS Network Operations I Access and Transport within its Managed Services team. You will oversee delivery performance against SLAs and OLAs, serve as the primary escalation point, and report on network and IS/IT performance for assigned customers.

You will drive operational excellence, coordinate interfaces between delivery units and customers, and manage problem management and preventative maintenance to meet contractual commitments.