JOB DESCRIPTION

The Operations Lead should be able to manage the overall operations of the telecom operator effectively and efficiently. The expectation is to ensure that the interests of the telecom operator are fulfilled and that all SLAs agreed between the operator and Tecnotree are met. Need to handle a team and provide proactive communication with the customer and internal stakeholders.

He should be able to work with different geographically distributed teams to ensure operational excellence for the customer. The operations lead should be able to effectively and efficiently run a single or multiple OPCOS with a dedicated/shared team distributed in multiple locations.

The Operations Lead is expected to perform the following tasks in his capacity:

•            Coordinate and collaborate with internal and external stakeholders

•            Manage customer operations effectively with customer first mindset

•            Prepare and participate in monthly operations governance review

•            Prepare and participate in steering committee meetings organized by the customer

•            Interact with senior management of clients to provide regular updates

•            Build a strategy around continuous improvement and that should be visible to customers.

•            Ensure the team of engineers is performing the following activities:

o            Problems, Issues, and Defects in Recording and Dissemination

o            High-Level Diagnosis of Problems, Issues, and Defects

o            Setting Severity Levels for Problems, Issues, or Defects

o            Ownership of Problems/Issues/Defects Ticket until Resolution

o            Tecnotree Application Monitoring to ensure service availability

o            Provide necessary logs to different teams and all required support to the respective teams for issue resolution

o            Co-ordination between Customer teams and other vendors involved

o            Proactive identification of potential problems, issues, and defects by analysing trends and events

•            Reporting on the performance of the operations team to customer stakeholders on a daily, weekly, and monthly basis

•            Highlight to the client in terms of delays in planned activities, releasing the solution to business

•            Proactive update on the status of reported incidents and service requests

•            Proactive escalations for timely delivery and issue fixes

•            He needs to make sure of effective utilization of all allocated resources across all opcos

•            Measure MTTR and MTTF matrix at regular intervals for the team

•            Opco profitability should be maintained as per the organization's defined goals

•            Reviewing the production implementation checklist

•            Communicating and collaborating with the client on any production movement

•            Need to make sure of team availability during the production movement for any assistance and last-minute decisions (rollback)

•            Monitoring the post-implementation activities

•            Participate in application transformation activities by effectively collaborating with project, SI, and other internal teams

•            Build strong relationships with the customer's stakeholders

•            Perform repeated ticket analysis to show improvements toward incident reductions

•            Identify and proactively act on potential operational issues

Plan and demonstrate continuous improvements in operational efficiency

•            Handle emergency or critical situations by establishing technical WAR rooms

•            Provide training, assistance, or guidance to peers or team members.

•            The operations lead should ensure Tecnotree is able to meet and exceed all operational and Service Level Agreements / Business KPIs between the operator and Tecnotree

•            Publish daily, weekly, and monthly reports and dashboards

•            Publish monthly SLA report and secure sign-off from customer

•            Ensure Incidents are maintained at a minimum level and plan for improvement for incident reduction month on month

•            Collaborate and engage Infra and 3PP teams accordingly as per the requirements of systems

•            Willing for short term / long term travel and be posted in Onsite on long term assignment

EXPERTISE AND QUALIFICATIONS

•            Strong Telecom Domain Knowledge

•            Client Engagement Skills

•            Strong leadership skills

•            Good Analytical Skills

•            Excellent communication skills (Written and Verbal)

•            Excellent in troubleshooting

•            Understand business priorities

•            Knowledge of databases

o            MongoDB

o            MySQL

o            Oracle PL/SQL

•            Unix (Solaris or HP-Ux or Aix or Linux)

•            Rancher & Docker knowledge