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GS Global Services
19000008WN Requisition #
Thanks for your interest in the Operation Manager position. Unfortunately this position has been closed but you can search our 2,510 open jobs by clicking here.

Job Description:

Operations Manager is fully responsible for e2e NOC operations, Supply, Planning and Competency Development of resources to support delivery. Also to monitor of SLA, scope & costs related to the remotely delivered services.


Ensure operational excellence by implementing a process to continuously monitor and improve Services business execution performance

Technology : VoLTE/NTHLR

Product: IMS, Core, IP, SDM   



  • Responsible for e2e NOC Operations rigor and maintaining processes and KPI’s along with continuous improvement and automation.

  • Manage people and performance and invest necessary effort on development of direct & contract staff

  • Be Accountable for Resource supply planning, deployment capacity planning and competence development through Competence Inventory Management and Cross Competence Development

  • Ensure effective utilization of resources,

  • Responsible for Attrition management and retention strategies

  • Drive cost saving programs, maximum cost recharge for services provided

  • Provide support to solutioning during pre-sales engagement

  • Ensure governance and contract expectations are met as per contract and SLA/OLA

  • Regular audits of data to ensure operations process adherence

  • Necessary stakeholder management

  • Liaise with departments for appropriate support

  • Align to New Service Improvements

  • Responsible for maintaining bellow performance indicators

  • Project Target Agreement (PTA) implemented for remote delivery scope

  • Cost Baseline Adherence (CBA) - (FPO and SPC)

  • Event Based Customer Satisfaction Survey Scores (Related to remote delivery scope)

  • Employee Engagement Index (EEI) and Attrition%

  • Efficiency Target & Operational Non-Financial KPIs

  • Supply Accuracy & Competence

  • Interfacing with various stake holders (eg Streams) and regional  teams for smooth functioning of the project

  • Regularly collect feedback from regional team on quality challenges.

  • Analyze and prioritize learning that is to be implemented across the organization

  • Planning and supporting the usage of relevant tools, and processes in the Solutions Architecture team

  • Ensure correct and timely filling of WTR for all employees

  • Broad and sound knowledge of respective technologies.

  • Solution oriented person, analytical and fact-based style, ability to collaborate across organizational boundaries

  • Responsible for proactively managing customer needs and expectations

  • Escalation handling

  • Interfacing with other Technical/Circle Teams for faster resolution

  • Governance meeting with internal & external customers.

  • Responsible for meeting Targets and mass rollouts set by region.








Technical Competences



Required level



Product Knowledge




Technology Knowhow




Operation Knowhow




Troubleshooting Knowledge




Project Skill




Business Competences



Required level


Leadership, Negotiation Skills & Conflict Management



Line Management & Decision Making



Overview of Technology solutions delivered in sub stream



Business Understanding



Planning and Organizing



Influencing / Motivating Others



Working Across Boundaries



Processes, Methodologies and Tools




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