Head - Support Domain OSS & BSS

at  Ericsson

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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

• 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