General Manager - Engagement Lead - Application Support - E2E Operations Lead - Telecom

Role purpose:

The Engagement Lead for E2E Operations leads Service Delivery Lead for Application Operations.

The support teams are organized in multiple practices like CRM, Billing, Provisioning, Integration and others.

The Engagement Lead role leads all the deliveries to one large Market.

This role has matrixed reporting of more than 100 resources in different practices to provide a consolidated service to one Market.

To be successful in this role, the candidate must have good Telecom domain knowledge, experience of having worked with atleast one Telco BSS COTS product and have an appreciation of Digital Technologies.

The candidate must have a flair for Executive stakeholder Management and be able to build relationship with Heads of Operations and CIOs in the Markets.

Excellent Written and Verbal Communication

Accountable for all deliverables for AO & AM services.

- Should have minimum 15 years of experience in Applications Support or Applications Development of which 10 years as Delivery lead/support lead/Manager.

- Capable to manage team for 80 + matrixed resources.

- Involvement in all complex & critical application issues/challenges faced by the team.

- Accountable for meeting & improving SLA & KPIs for their application suite.

- Responsible for driving down the Incidents, Problem, trouble tickets, service request trends, resource management and stakeholder management.

- Driving service excellence program, Automation within service.

- Should have sound knowledge on ITIL/ITSM processes.

- Able to deliver Business Process Transformation with Annual cost efficiencies.

The role is responsible to:

- Engage with Market Head of Operations and CIO to ensure seamless Operations of the Market's IT Applications. C2 General

- Steer Major Incidents- typically Priority 1 incidents that have a major impact on customers of a Market.

The candidate is expected to co-ordinate and get the support teams together, assess Business impact and communicate impact to key stakeholders.

- Drive continuous improvement in the Market through Problem Management- ensuring clear analysis of root cause of past incidents to avoid similar issues in future, as well as drive reduction in customer impacting incidents by driving issues resolution on a continual basis.

- Understand the Market priorities and upcoming Technology programs - assess their impact on Application Support Operations and proactively plan preparation of Operations teams for the upcoming changes.

- Governance with markets & practices to ensure delivers to its SLAs/ KPIs and ensure issues are properly tracked and resolved.

- Define strategy and plan to meet Opco's requirement/challenges and their KPIs

- Own the Financials and ensure cost Efficiency targets are tracked and met

Key accountabilities and decision ownership

- Customer satisfaction - Engage with Market Operations Heads and CIOs and ensure stakeholder satisfaction

- Major Incident/Crisis Management

Ensure critical Incidents and issues are addressed within defined SLA/KPIs

- Financial Management

- Ensure deliveries within Budgets and cost efficiency targets are met

- People Management

- Ensure Resource satisfaction measured through periodic

Engagement surveys

- Continuous Improvement

- Ensure an agreed Service Improvement plan with all stakeholders and track value generation

Core competencies, knowledge and experience

- Senior stakeholder Management experience including Global teamsatleast 10 years Program Leadership experience

- Telecom Domain expertiseunderstanding of High-level Telco architecture and Data flows

- Problem solving skills- ability to analyze issues and situations to arrive at logical steps for teams during Crisis/Major Incidents

- Executive Reporting

- Be able to report meaningfully the status of Application Operations in a concise manner at Executive Level

- Strong written and oral communication skills, ability to effectively engage with stakeholders and develop trusted relationships.

- Conceptualize and Initiate Service Improvement/Excellence Initiatives.

- Good critical thinking & mindset of Service Excellence