About the Role
This position is pivotal in ensuring the efficiency and reliability of operations within our telecommunications environment. You will play a critical role in incident management, root cause analysis, and performance monitoring to achieve optimal service delivery. Moreover, you will manage vendor relationships and work cross-functionally to implement improvements and coordinate necessary upgrades.
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Key Accountabilities
- Perform incident triage and prioritization.
- Conduct basic troubleshooting to identify root causes and provide Level 0 support.
- Monitor SLAs, MTTR, and service KPIs to ensure the highest performance standards are met.
- Produce operational reports and dashboards for better visibility and tracking.
- Manage vendors for incident resolution, ensuring timely and effective action.
- Coordinate change management, upgrades, and fixes collaboratively across relevant teams.
- Propose roadmap feature improvements to enhance operational efficiency.
Qualifications
- Bachelor’s degree in IT or Telecommunications.
- 3–5 years of experience in relevant roles.
Experience
- Minimum of 5 years’ experience in Operations Support and KPI reporting.
- Proficient in telco digital processes and BSS processes, including ITIL and TM Forum AI operation processes.
- Experienced in BSS Vendor Management, including escalation, reporting, and operational improvement strategies.
- Excellent communication and collaboration skills, enabling effective interaction in cross-functional team environments.
Skills
- In-depth knowledge of telecommunications technologies and digital services, including APIs, Artificial Intelligence, and cloud-based services.
- Strong familiarity with Service Management tools (such as Service Now, Jira), SLA and KPI reporting tools, and Vendor Management.
- Solid understanding of AI operation processes and TM Forum zero touch AI Operations.
