Operations Assurance Manager

Job Description

About this opportunityAtMobileFinancialServiceswe enable financialinclusion- truly using Technology for doing good in society! Our systems are used by hundreds of millions every day for services such as peer-to-peer transfers, payments, disbursements, loans, savings, etc. We use the latest and greatest tech and techniques to guarantee pioneering software with premium quality.InWest Africa, we arebuildingMobileFinancialServicescompetence center to serve our customers across the region.TheEricssonWalletPlatformisaproductthatenables our customers to providemobilefinancialservices.Customers are operators and banks, both of whom have very high expectations of the level of security that this financial solution provides and the way the solution is operated, integrated, and customized.Together we work onaproductthatimprovesthe lives of millions of daily users in Africa, the Middle East, and Latin America. Webuildour financial platform to help bring financial freedom to many people around the world.The profile we are looking for is a Customer minded colleague, with a solid background in solution delivery, support, and operations. As apartofourOperation & Support Team, you will play a key role in leading the delivery of services on our ?live? customer network, broadcast platform, and/or IS/IT infrastructure, andmanageexternal (Customer) & Internal Stakeholders.As MSIP Operations Assurance Manager,youwillbeSPOC for internal and external stakeholders for all operational issues in a particular hub.YouwillbereportingtotheHead of Mobile Money Operations and Support and functionally belong to Managed Services delivery for one of the accounts in Sudan.You will

• Operational Management for the end-to-endoperationsactivitiesdelivery(1st & 2nd line operations, Customer Problem Management, Service & Resource Fulfillment and Field Services, Content Preparation, and Content Delivery and Distribution) towards the specific customer.
• Delivery performance Management.Basedonthecontractual SLA, establishes the WLA between the MSIP and the operations delivery units, andmanagestheoperationsactivitiesdeliveryperformance.
• Managecustomer networks, Broadcast, and IS/IT performancereportingtothecustomerbasedontheoperational reports.
• Coordinateand facilitate the operational interface between operational delivery units and the customer?s retained organization (ex. Customer care center) required to fulfill the SLA, establishing OLA (Operational Level Agreements) whenevervital.
• Responsible for driving continuous serviceimprovementin contractual SKPI for the Service Operations Center & PKPI for the Experience Management Center
• Ensure all theessentialchanges are implemented to support the evolution of the Use Cases within the SOC or EMC with the Service Delivery Units, MSIP & Operator
• Perform hierarchicalescalationincaseofcritical(oroptionallymajor)incidentsand act as the main interfacetothecustomer.
• Initiate andcoordinatethe management bridge duringcritical(oroptionallymajor)incidents,reporting theresolutionstatustothecustomermanagement organization.
• Responsible forcoordinatingthe Incident ManagementstatuscustomerreportingmeetingsaspartoftheMSGovernance Model.
• Secure Problem Management activities areefficientlyperformed and are supported by the other delivery organizations and MSIPfunctions.
• Trigger SW update/upgrade based onLifecyclemanagement.
• Coordinatethe Problem ManagementstatuscustomerreportingmeetingsaspartoftheMSGovernance Model;
• Act vigilantly to customer requests as per agreed SLA / WLA.
• Seek customer approval for problem solutions that depend on customer acceptance or action, andnegotiatepenalties exceptionsincaseofcustomer nonacceptance
• Secure that the preventive maintenance plan covers customer requirements and grants customer approval whennecessary.PerformECW Integration and configuration changes activities within the approved change window.
• Ensure that impacts due to forecasted periodic maintenance are reported and agreed upon with the customer.
• Continuously aim forefficiency,improvementsin automation, and excellence in service delivery.
• Approve and supportimprovementplans that require multi-delivery units initiatives; Internal & external Audit handling.
• Prepare for presenting Ericsson in the governance Meeting.

You will bring

• OverallExperienceinthe telecom or Fintech Industry. 10+ Years.
• Overallexperienceinoperational experience. 5+ Years.
• Experience in Ericsson Converged Wallet Solution Integrationorequivalente-wallet product 3+ Years.
• Experience in Managed Services in Operational assurance or SME areas. 3+ Years
• Understanding ofEricssonWalletPlatformor adjacent BSS domains products as Charging System.
• ITIL Certification is plus.
• Strongleadershipskillswith a focus on team performance
• Solidunderstandingof network entities like F5, VMware & PKS.
• Knowledge of DB is plus.
• Result-orientedwith customer first demeanor
• Can handle stressful and ambiguous situations
• Superbcommunicationskillsin written and spoken English
• Self-motivated with strong drive and initiative,collaborative,relating and networking
• Outgoing personality that finds it easy to collaborate and establish relationships across organizational boundaries and in a global environment
• University degree in Technology, preferably MSC
• Knowledge of telecom & Fintech industry.
• Good knowledge of container, docker, Kubernetes.
• Adopt working in a rapidly developing area, and understand that innovating, adapting, and responding to change is key to becoming successful.
• Fluent in spoken and written English and Arabic is plus

Behavioral Competence

• DeliveringResults & Meeting Customer Expectations
• Analyzing
• Persuading & Influencing
• Deciding & Initiating Action
• Entrepreneurial& Commercial Thinking

Why join Ericsson?At Ericsson, you?ll haveanoutstandingopportunity. The chance to use your skills andimaginationto push the boundaries of what?s possible. Tobuildnever 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 thestatusquotocraftwhat comes next.What happens once you apply?Click Hereto find all you need to know about what our typical hiring process looks like.

Keyskills :