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GS Global Services
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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   

JG-10

Responsibility 

  • 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

 

Competence

Required level

 

 

Product Knowledge

3

 

 

Technology Knowhow

3

 

 

Operation Knowhow

5

 

 

Troubleshooting Knowledge

3

 

 

Project Skill

5

 


 

Business Competences

 

Competence

Required level

 

Leadership, Negotiation Skills & Conflict Management

4

 

Line Management & Decision Making

4

 

Overview of Technology solutions delivered in sub stream

4

 

Business Understanding

4

 

Planning and Organizing

4

 

Influencing / Motivating Others

4

 

Working Across Boundaries

4

 

Processes, Methodologies and Tools

4

 

 


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