Head - Support Domain Oss & Bss

7 days ago

Hobart, Australia Ericsson Full time

**Join our Team**:
Job Summary:
The Head of Domain is a line manager within the MOAI S&R organization. The role encompasses responsibility for performance and quality of the customer support and support during integration services rendered by the CNS/Flow2 domain both for local and remote delivery. He or she is required to work closely with Service Line (BCSS/NEO/MS) for E2E operations matter.
- Responsibilities:
- Own and drive the service delivery and delivery strategy for S&R services for OSS and BSS.
- Monitor and report on the operational performance of the Product Support domain, based on MOAI S&R deliveries;
- Initiate and drive improvement plans to correct operational performance deviations towards the MOAI S&R KPI/OPM
- Work pro-actively to continuously improve the operational performance of the delivery structure as well as the processes used in E2E customer support delivery.
- Work closely with CU CS Head of S&R and BO RM for resource dimensioning for the respective domain.
- Work closely with BO LCM to monitor and manage customer support technical readiness within the MA.
- Drive innovation culture within MOAI S&R to promote new idea, improvement plan, efficiency, and effectiveness.
- Be involved in management escalation during hot or emergency issue for the respective product domain. This including managing E2E management communication within different SL if needed, ie (BCSS/NEO/MS).
- Monitor and act on incoming technical information from global and market support flow information for respective domain.
- Own and drive cost efficiency targets for the delivery of customer support services within the respective product domain.
- Be the main interface and driver from MOAI S&R towards the Global & Development units for product and performance quality issues.
- Own and work closely with BO Problem Management to drive Best Practice sharing in the respective domain.
- Own and to drive support engineer competence development. This covers E2E support capabilities and domains/products that is in the MA.
- Own and manage the service delivery capability of the MA domain (both local and remote).
- Own and manage the resource pool of CNS engineers at MOAI S&R level in co-operation with the CU Head of S&R.
- Assist / act as an escalation point for SDM in ensuring handover activities & solution support plans are provided from the project during new deployments.
- Required Education & Experience:

- B.E. / B.Tech or similar educational qualification.
- 10-15 years of experience in managerial positions within the telecom and/or ICT industry.
- Have a strong background in Customer Support delivery or similar functions.
- Strong technical knowledge of OSS &/or BOS product areas like ENM, OCS/Charging System, order care etc.- Demonstrate excellent Customer Centricity skills

**Why join Ericsson?**

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 solutions never seen before 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 Ericsson India is ranked among Top 50 companies in the country and is once again officially Great Place to Work Certified in 2023. 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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