End to end governance accountability, overseeing Enterprise Business platform (Solution Design, Contract Support Agreement, Operational Readiness, Project Hand over, Process Flow) to ensure EB service stability, process effectiveness & efficiency.
Ensure investigations, task forces, war rooms are established where required and ensure timely updates to the stakeholders
Required to ensure fault and performance escalations and reviews are carried out by MSP within the contracted SLAs towards back office and partners
required to drive partners effectively and ensure Daily Health Check, Critical Service Testing's, and Preventive Actions are performed to prevent faults in the systems from any service interruptions in a timely and efficient manner
Continuously drive service improvement processes, procedures and controls for Effective and Efficient operations for Enterprise Business, and ensure the MSP teams to comply with standards, guidelines and best practices.
To work closely with relevant platform owners & stakeholders to communicate all minor, major & critical outages & performance issues related to system & services
To be on 24X7 on call for alarm, performance monitoring, SLA governance and provide periodic updates on incidents or outages.
To ensure NOC has reliable and efficient tools which can be used to monitor node, performance and transport layer alarms supporting enterprise business
To ensure planned activities or known network faults which has impact or lead to service downtime are notified to customers
To ensure post-mortem is carried out by respective owners and vendors for all critical & major outages
To ensure availability & quality of the network is delivered as per committed services
To be the single point of contact for Enterprise customers in providing operational support for the service provided
To provide periodic updates to customer and management until incident closure
Requirements
Minimum of 5-8 years of working experience in technical and operational related background
Has telco background experience
Customer service mindset to drive and prioritize request
Strong analytical and reporting skill
Strong communication skill & able to work under pressure
