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About this opportunity:
The Improvement & Performance Manager for Service Line Operate Service Improvement is a key position reporting to the Manager - Service Improvement.
The Improvement & Performance Manager is responsible for identify, drive, support and facilitate efficient & effective transformations/changes - from business needs to business results, delivering improved customer, operational and/or financial performance impact or required culture changes. Ensure definition and deployment of business-relevant key measurements. Pro-actively analyze and propose improvements to processes, ways of working, workflows, operations, and organizations. The improvements may be run in different ways: major transformation initiatives, projects/programs/line activities driving operational & functional improvements or enabling day-to-day/continuous improvements.
What Will You Do!
Drive improvement projects in MS contracts/delivery organization with defined tangible business targets aiming at cost reduction, improved customer experience, network performance.
Accountable for WO / ticket / alarm reduction initiatives per contract
Perform Alarm, TT, WO correlations to resolve the chronic issues in the network.
Validate and analyze the network performance reports & prepare action plan for network improvement.
Participate in technical discussions in view to improve overall network performance and make recommendations wherever possible from the problem management perspective.
Propose and ensure best practices are followed within all related functions
Perform KPI Trend monitoring and post-deviation analysis.
Identify, prescribe, and drive the implementation of pro-active prevention methods in problem handling.
Drive maintains and track actions undertaken to drive improvements following governance methods.
Identify SPOF and drive mitigation plans to minimize impact.
Maintain RISK register for the identified risks and drive them to minimize impact or mitigation.
Collaborate with Data Analytics teams to build models to drive prescriptive insights.
Propose predictive analytic model based on alarms/outages, QoS based on Capacity & Utilization trends.
To continuously engage the operations team and other teams to provide timely closure for actions.
To prioritize problems based on the risk, impact and severity
Contribute to develop and maintain good record of problem, root cause and solution details in the form of knowledge base that can be used as a reference for reduction of repetitive incidents due to same problem.
What you Bring:
BE/ B. Tech (Telecommunication/ Computer Science) / MBA
Industry experience: 12 years and above
Telecoms Operations, at least 9 years hands on experience in related domain (Experience into Ericsson nodes or Nokia nodes)
Must have ability to drive the projects independently, Should know tableau, Power Bi, RAN
Must have knowledge of data analytic tools, TABLEAU etc.
Knowledge of Service Related KPI's and User perception understanding
Understanding of Machine Learning, Artificial Intelligence & Cloud technologies.
Ability to perform new Project ORQ (operation request) assessment & KPI analysis after new change implementation in network.