Service Improvement Manager

7 days ago


Shah Alam, Malaysia Ericsson Full time

**About this opportunity**:
We are now looking for a key member to join our Managed Services team As a member of our MSIP Operations Assurance team, you will be responsible for the financial, operational and delivery performance of the operations assurance and broadcast operations assignments within a managed services deal. In this role, you will play a valuable role to handle the applicable Working Level Agreements (WLA) and Operating Level Agreements (OLA) with delivery organizations, managing the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and serving as the primary escalation point for critical incident, Broadcast Delivery Operations escalations, and performance reporting towards the customer.

**What you will do**:

- 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 handling 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

**You will bring**:

- Education: Degree in Telco
- Must have knowledge in IP Core, Security and Cloud
- Must be certified (AWS or Cloud or CCNP)
- Possess good knowledge of MSTOP, Operation Services and Shared Solutions Services
- Solid presentation and communication skills and the ability to share your knowledge
- Good financial understanding and cost awareness
- Operations delivery management
- Incident and problem management
- Preventative maintenance
- Service delivery efficiency
- Delivering results and meeting customer expectations

At Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build never seen before solutions to some of the world’s toughest problems. You´ll be

challenged, but you won’t be alone. You´ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What Happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like.

We are proud to announce at Ericsson **MALAYSIA**, our employees have once again voted us as a Great Place to Work® and we have been officially Certified in** 2021**. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work® Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.”



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