Operations Assurance Manager
Ericsson
Total des années d'expérience :15 years, 3 Mois
• Spearheaded a 1 4-member team to optimize Network Operations Center (NOC) processes, including Level 1 Fault & Performance Monitoring, Service Desk, Change Management, and Incident Management.
• Directed end-to-end NOC operations across multiple network domains: RAN, Transport, IPBB, Core, VAS, and Cloud Infrastructure.
• Developed and maintained robust processes and Standard Operating Procedures (SOPs), ensuring operational excellence.
• Crafted and regularly updated Operational Level Agreements (OLAs) in collaboration with various Managed Services (MS) departments.
• Led weekly governance meetings with stakeholders up to the CTO level, focusing on critical incidents, performance trends, service activations, and SLA adherence.
• Facilitated swift resolution of customer issues by coordinating with Customer Care and MS partners, leveraging multiple communication channels.
• Took charge as the Recovery Leader during high-impact incidents, coordinating with Level 2 & 3 teams and managing escalation processes until resolution.
• Managed MS Contract KPIs & SLAs, delivering monthly and quarterly performance reports for billing purposes and clarifying any contractual exclusions.
• Played a pivotal role in the successful launch of Vodafone Omans network in January 2022, overseeing resilience tests, data center commissioning, and geographic redundancy assessments.
• Consistently exceeded contractual SLAs since 2022, balancing resource efficiency and advancing automation initiatives.
• Initiated a threshold-based automated performance monitoring system, enhancing the scope of automated operations.
• Successfully mentored seven local graduates, contributing to national talent development through a comprehensive mentorship program.
• Led a team of 7 engineers to deliver 24/7 Key Performance Indicator (KPI) monitoring, ensuring peak network performance.
• Drove a 50% completion rate of Agile transformation projects within the Network Management Center in 2021.
• Acted as the primary assessor for RFPs of Unified Performance Management and Unified Fault Management systems.
• Established the Performance Monitoring function within the NMC, spearheading team formation, tool deployment, and process creation.
• Boosted detection and response efficiency by 50%, resulting in substantial performance improvements in Q1 2021.
• Conducted thorough audits of network KPIs and effectively mitigated cross-departmental disputes.
• Orchestrated the successful soft launch of LTE technology in Iraq, covering 2400 sites.
• Resolved critical Gi interface clipping issues, recovering daily revenues of $20, 000.
• Pioneered deployment of End-to-End (E2E) Performance Solutions, significantly improving network stability and system dependability.
• Instrumental in the flawless swap of over 1800 sites maintaining strict adherence to legacy 2G/3G network KPIs.
• Expertly identified and rectified KPI degradation, ensuring the restoration of 1 TB daily data loss.
• Crafted and implemented a tailored Unified Performance Management (UPM) strategy, resulting in substantial cost savings of $300K-$400K.
• Boosted customer satisfaction rates by 50% through the integration of network KPIs with Customer Experience Management (CEM) initiatives.
• Revolutionized reporting processes with custom dashboards, slashing report generation time by 95%.
• Led in-depth training programs for local teams, enhancing their technical and operational proficiency by 70-80%.
• Served as the dedicated Customer Point of Contact (SPOC) for all Performance Monitoring (PM) related inquiries, ensuring swift resolution of escalations and proactive enhancement of services.
• Ensured stringent adherence to Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) under the Managed Services Contract within a Level 1 (L1) Organization.
• Established a comprehensive End-to-End (E2E) Performance Monitoring
framework across various network domains, accommodating multi vendor environments.
• Spearheaded the development of an in-house, multi-vendor Unified Performance Management (UPM) tool, achieving cost savings of approximately $300, 000.
• Successfully reduced staff turnover by 70%, leading to a significant decrease in customer escalations.
• Oversaw a targeted Competence Development Program, resulting in a 50% reduction in cases escalated to Level 2 (L2) support.
• Ensured seamless 24/7 KPI Monitoring in strict adherence to MS contract SLAs, achieving zero customer escalations.
• Enhanced detection efficiency by 50% through strategic automation implementation.
• Maintained impeccable compliance with incident & event management protocols, resulting in a 0% deviation rate.
• Pioneered a strategic planned outages protocol, slashing outage times by over 90%.
• Ran a crash recruitment wave, expanding Field Maintenance (FM) staffing by 50% within a month.
• Founded an in-house test laboratory for FM engineers, achieving a 50% improvement in Mean Time To Repair (MTTR).
• Executed comprehensive functional acceptance testing on over 500 2G, 3G, and CDMA sites, ensuring peak network performance and dependability.
• Transformed field optimization processes, reducing acceptance periods by 50% through stringent adherence to design standards.
• Addressed 30-50 customer concerns weekly, markedly improving customer satisfaction and reliability of on-site services.
• Delivered weekly detailed drive test reports for key and VIP areas, contributing to continuous network improvement and reinforced client retention.