Operations Manager

Job description

about the role

To effectively monitor change requests assigned to VPO  team, are attended and released error-free and On Time according to KPI targets

To ensure that the workload is balanced among

team members

To assign changes to team members as per teamrosters

To own first level of escalations

To support and coach the team to ensure they follow the defined processes and engineering rules while releasing changes

To own operational improvements and ensure that necessary actions are taken to improve KPIs

To prepare team roster according to work load requirements

To monitor team / individual performance

To complete semesterly individual appraisals

Perform Feasibility study and Risk analysis of Customer change / migration requests

Validate the technical solution to support Customer change request

Prepare and build configuration for Customer change or migration request along with fallback procedure

Work closely with Customer VPO’s to ensure first time right implementation (dual validation for complex change request)

Right First Time new configurations

Pre test new configuration and Release it on Customer network during scheduled Customer maintance window and perform post test.

If required perform troubleshooting and perform fallback

Remain point of escalation for Service Operations during change PIR Delay

Ownership of configurations during handover period

Support Customer acceptance testing CAT when outside business hours of Customer VPO

Successful CAT as per Customer schedule

Perform all OTB Little and Clear Impact change requests for all VPO Customers

On Time and right first time for Implementation of configuration

Coaching

about you

professional skills skill target proficiency level expected
1 global effectiveness - proficient
2 customer service orientation- proficient
3 operational and financial excellence- proficient
4 knowledge and development - advanced
5 teamworking and networking - advanced
6 leadership and matrix management - advanced
7 employee development and performance management -advanced
8 delegation and empowerment- proficient

 

additional information

knowledge and abilities:

Knowledge of MPLS, BGP, QoS

Good interpersonal and communication skills

Good time management, and organizational skills

Customer Oriented Attitude

Ability to work under pressure and multitasking.

Proactive and self motivated

Problem Solving Skill

Coaching and Mentoring skills

Team Spirit

Team management

Escalation handling

Preparing and maintaining rosters

education, qualifications, and certifications:

Degree in Computer Science / Electronics and Telecommunication or any other Engineering degree

CCNA certification level required.

Cisco Certified Network Professional (CCNP) or Cisco Certified Internetwork Professional (CCIP) -

desirable

ITIL Certification - desirable

Experience:

2 years experience in people management

Practiced:

Coaching / Mentoring team members

Worked in a customer facing environment

Configuring Cisco Routers and Switches

TCP/IP - IP Addressing

IGPs - RIPv2, OSPF, EIGRP

Layer 2 technologies - Frame Relay, ATM, Metro Ethernet

Knowledge of: MPLS, BGP, QoS

Desirable: other vendor equipment – HP / Juniper

department

Customer Services & Operations

Orange Business Services manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business.  Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

contract

Regular