Service Manager - OSS

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.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.

• Good Knowledge on Telecom Network 3G/4G/5G
• Strong Knowledge and Handson experience on OSS Tools
• Strong Leadership and Management Skills
• People Management Skills
• Customer Management Skills
• Vendor / 3rd party Management Skills
• Time Management
• Analytical Skills
• Operations Management Skills
• Excellent Communication and Interpersonal Skills
• Quick Learner

Responsibilities

• Interface between GDC and the customer.
• Continuous Improvement initiatives.
• Executing and implementing the improvement program from OSS/Domains to reduce respective issues.
• To derive the new business to GDC from Customer.
• Maintaining and strengthening the relationship between customer and region for smooth operations
• Competency Development.
• To meet 100% SLA / KPI Targets
• To ensure 100% availability of OSS / tools.
• Ensure delivery is aligned as per agreed OLA / SLA.
• Ensuring automated delivery wherever possible.
• Regular communication and coordination with Onshore teams.
• Additions of New Projects.
• Incorporating the continuous improvement approach