Service Owner - SMC

About this opportunity

We are looking for Service Owner - SMC (Service Monitoring Centre) who
will play a key role in leading the delivery of Service Management center for
our "live" customer network! This job role is responsible for the Service
Management Center which includes, Fault Management, Incident Management,
Organizational Change and Problem Management mainly focusing on 1st Level
proactive and reactive maintenance and to ensure that services provided to
customers are continuously available and performing to Service Level Agreement
(SLA) performance levels. Lead the Service Operations Governance both
internally and with the customer for the Service Performance in the contract
and to also include Program and Demand Management.

What you will do

• Accountable for the end-to-end Service Management ownership and contractual delivery including all Service functions that relate to customer Managed Service (MS) solution and key interface to the customer as well as work with all Ericsson internal stakeholders to secure performance and lifecycle of the Service, working closely with the MSCOO, Reliability and Improvement leads.


• Delivering the KPIs/SLAs as per MS contract and continuously work towards efficiency, improvements automation, excellence in service delivery and responsible for ‎24/‎7 Service Monitoring, Event Management, Organisational Change, Incident Management & Problem Management.


• Aim to conduct process refreshment sessions, periodic audits, deep understanding and knowledge of the customer, contract, Service, the Delivery that supports it and participate in governance meeting with internal and external stakeholders.


• Always strive to improve the services by setting up an improvement plan along with short term and long-term achievements executions.


• Maintain the relationship at different levels of works with the customer, ensuring customer happiness, to be able to deliver high operational & cost efficiencies.


• Solid understanding in E2E Incident Management and lead and facilitate the engaged team toward restoration of service in the shortest possible lead times and drive track of all Service incidents and ensuring MIR/RCA preparation.


• Single Point of Contact for Customer should be chairing CAB calls and is responsible for ensuring the Organizational Change process compliance towards WLAs and WIs.


• Drive quality and integrity of the process Problem Management to cover ‎3 areas in all domains: Reactive, Proactive, and predictive.


• Workout on E2E Network Topology and service mapping to identify the anomalies and faster root cause analysis.

You will bring

• Having Bachelor's degree in Telecommunication, Computer Sciences, Computer Engineering with a minimum ‎15 years of experience in managing large Telco operations and an at least ‎8 years of Networks Ops management background in the telecommunication industry.


• Deep knowledge of Telecommunication (RAN, , ITMCITMC, IN & Packet Core), ITSM Processes, AI/ML & RBA/RPA Automation, Continual Service Improvement (CSI) and Efficiency improvement management.


• Excellent Telecom product knowledge, Packet Core, Circuit Core, Cloud and IMS products and ITSM process suite.


• Highly developed Ericsson services & support knowledge.


• Strong leadership background and act as mentor for the team.


• Exceptional knowledge, skills in business understanding, specifically to be business manager, innovator, competence developer and relationship builder.
  
  Why joins Ericsson?

At Ericsson, you ´ll have an outstanding opportunity. The chance to use your
skills and inspiration to push the boundaries of what´s possible. To build
never seen before solutions 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.

Encouraging a diverse and inclusive organization is core to our values at
Ericsson, that's why we nurture it in everything we do. We truly believe that
by collaborating with people with different experiences we drive innovation,
which is essential for our future growth. We encourage people from all
backgrounds to apply and realize their full potential as part of our Ericsson
team.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer,
learn more.
Encouraging a diverse and inclusive organization is core to our values at
Ericsson, that's why we nurture it in everything we do. We truly believe that
by collaborating with people with different experiences we drive innovation,
which is essential for our future growth. We encourage people from all
backgrounds to apply and realize their full potential as part of our Ericsson
team.
Ericsson is proud to be an Equal Opportunity and Affirmative Action employer,
learn more.
Primary country and city: Saudi Arabia (SA) || Saudi Arabia : Riyadh : Riyadh
Req ID: ‎693859