Core Operations Manager

NokiaKuala Lumpur, Kuala Lumpur, Malaysia

1 day ago

Job description

Nokia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Location : Nokia Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

Job Description

The Core Operations Manager role is responsible for end-to-end (E2E) ownership for the management, drive, escalation, investigation and resolution of Network Major Incidents / Crisis Situations, ensuring Business and Customer updates are timely and of required quality standards, creation and delivery of agreed action plans with named actions and clear owners and deadlines.

How You Will Contribute And What You Will Learn

Build & drive strong functional & working relationships between all stakeholders (management or technical) associated with End-to-End Service Delivery & Assurance
Accountability over the Communication Management activities towards Nokia and / or Customer Top Management during Crisis Situations (High Impact / Extraordinary Impact)
Management of Post Incident Reviews and Daily review meetings with all required stakeholders for Network Major Incidents and own e2e governance
Technical Bridge / call Management with all required stakeholders
Responsible for Floor Governance, Daily Huddle and Video wall monitoring in order to ensure smooth Operations and engage right stakeholders as applicable
Focusing on continuous improvement of internal and / or external Customer Perception, Trust & Satisfaction during and post-Crisis Situations
Promote operational rigor & adherence and is advocate for Incident & Crisis Management procedures, best practices & policies associated
Owns the customized / tailored process and supports documentation from the process from an operational point of view. Ensures process is fit for purpose and is accountable for the overall process efficiency and effectiveness
Ensures Major / Service Incident Reports are created, produced, reviewed and delivered towards Customer within agreed contractual SLAs
Ensure establishment of Continuous Operations Improvements plan and implementing it with the coordination of region team
To support attaining customer SLA consistently
To support in preparing the SLA ratification reports
To support all the ad-hoc requirements from Management, Region, and customer on time
To support and focus on Escalation / Queries from different stakeholders and provide an appropriate response on time
To maintain the relationship & rapport with region team and end customer

Key Skills And Experience

Working knowledge of Telco network Operations, IT Service Management (Incident / Problem / Change) and Configuration frameworks such as ITIL v3;

In depth knowledge of the Core Network including IMS, Paco, SDM

Proficient experience in Telco network Operations, Service Management and preferably Managed Services

8+ years’ experience in telecommunications or related industry

Must have good Written and Verbal English

Strong analytical skills, comfortable with data and statistics

Demonstrable customer management / service skills

Cross functional Stakeholders Management Skills

Excellent written and verbal communication and interpersonal skills

It would be nice if you also had :

Service / Quality Mindset, Decision making skills

Strong facilitation skills and ability to gain consensus

About Us

Join us in creating the technology that helps the world act together. We are a B2B technology innovation leader, pioneering networks that sense, think and act™, putting the world’s people, machines and devices in sync to create a more sustainable, productive and accessible future. Learn more about life at Nokia.

About The Business Group

Join Mobile Networks (MN) and help us become the trusted partner of choice for Communications Service Providers (CSPs), as well as for non-CSP entities in sectors like utilities, transportation, public services, and defense. Your work will contribute to delivering unbeatable customer experiences in wireless connectivity.

Our recruitment process

We act inclusively and respect the uniqueness of people. Our employment decisions are made regardless of race, color, national or ethnic origin, religion, gender, sexual orientation, gender identity or expression, age, marital status, disability, protected veteran status or other characteristics protected by law. We are committed to a culture of inclusion built upon our core value of respect.

If you’re interested in this role but don’t meet every listed requirement, we still encourage you to apply. Unique backgrounds, perspectives, and experiences enrich our teams, and you may be just the right candidate for this or another opportunity.

The length of the recruitment process may vary depending on the specific role's requirements. We strive to ensure a smooth and inclusive experience for all candidates. Discover more about the recruitment process at Nokia.

Recruitment Notes

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Seniority level

Not Applicable

Employment type

Full-time

Job function

Management and Manufacturing

Industries

IT Services and IT Consulting and Telecommunications

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Operation Manager • Kuala Lumpur, Kuala Lumpur, Malaysia