Service Operations Specialist 4

Family Description Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimising, operating, and maintaining phases.

Subfamily Description Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.

Impact Impact is short-term and usually departmental/project in scope. Accountable for quality, accuracy and efficiency of own and/or team achievements. Actions and errors can have program, project, functional impact.

Scope & Contribution Individual Contributor: Performs and/or coordinates day-to-day activities to meet departmental/project objectives. Carries out root/cause analysis in more complex problems. Can develop and implement recommendations. Managerial/Supervisory: Direct supervisory responsibilities for people. Typically first level (and lowest level) of solid line management. Carries out variety of complex activities according to plan within broader area of responsibility, analyses problems. Decision-making typically according to established solutions.

Innovation Accepts responsibility for and demonstrates support for delegated decisions. Requires minimum supervision. Uses non standard approaches to resolving issues. Suggests improvements and seeks opportunities for innovation. Demonstrates initiative & adaptability to changing business environments. Is willing to take on new roles or jobs appropriate to skill set in different environments and/or locations.

Communication Works to influence others to accept job functions view/practices and agree/accept new concepts, practices, and approaches. Requires ability to communicate with functional leadership regarding team & technical matters. May conduct briefings with senior leaders within the job function. May at times be required to negotiate regarding operational issues.Has cross-cultural knowledge and global mindset

Knowledge & Experience Management experience / Achieved advanced skills and knowledge within a specific professional discipline involving the integration of theory and principles with organisational practices and precedents. Typically requires 4-6 years relevant experience and/or a graduate equivalent (or higher) degree.

• Ensure the team monitor networks, end-to-end services in real-time to ensure SLA and KPIs fulfilment and initiate corrective actions to treat abnormal conditions or performance trends.
• Candidates with ITIL certified.
• Ensure the team delivers effective incident detection and resolution, manages complex incidents that span technology & services boundaries, and coordinates escalation to Technical Support Operations.
• Ensure the network performance analyses are conducted and initiate the corrective actions to resolve any findings based on Statistical Process Control (SPC) analysis.
• Act as the key contact for customer for their network management operation.
• Develop Network operations teams with appropriate trainings, knowledge transfer, etc.
• Ensure that best practices are applied with knowledge management shared with peers and teams.
• Ensure that all functional resources are continuously available: people, tools, facilities, etc.
• Ensure processes and resources are aligned towards achieving committed SLAs and KPIs.
• Proactive communication on network health, impacts, executive escalations, and other critical analysis to Management and key stakeholders.
• Build, develop, and lead problem management process to ensure long-term network performance and stability.
• Define processes and controls providing on-call support.
• Provide guidance and assistance to network operations to maintain availability and performance of network services at the highest possible levels.
• Lead recovery team for Network Outages and prepare post-mortem root-cause-analysis.
• Drive a continuous improvement environment.
• Maintain delivery of customer Reports (Weekly, monthly, Quarterly),
• Maintain Network operation analysis to achieve and enhance contractual SLAs.
• Follow up all relief incidents
• Candidates with Huawei hands on expertise in Radio/Core/Tx and VAS.

For one or more of the key functions of Managed Services (MS) delivery (Fault Management, Configuration Management, Performance Management, Security Management, OSS Management) in a large scale delivery environment: Independently works within, but also contributes to, global guidelines and best practices of the Managed Services function(s), within an overall MS context.

Works with substantial discretion and uses specialist knowledge, analytical skills, judgment and broad conceptual and practical experience to solve complex problems, both one-off and recurring. Significantly contributes to MS process and practice improvements for the function, considering efficiency, effectiveness, risk and quality.

Acts as a professional advisor and mentor for staff / workteam / taskforces in own and other functional areas. Contributes to the strategies and programmes for professional development of personnel in the function(s). Technically approves and takes high-level responsibility for high risk Methods of Procedures (MoPs) and change procedures. Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organisations, and / or in the customer's organisation, on high impact individual or multiple recurrent incidents, or risks.

May act as leader for an MS functional team, co-ordinating and allocating work, coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions. May lead projects with manageable risks and resource requirements or small teams, handles day-to-day staff management issues, including resource management and allocation of work.