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About This Opportunity
We are seeking a dynamic and experienced Front Office Team Lead to oversee and manage network operations, ensuring the seamless delivery of services and high system availability. This role involves supervising a team of Front Office Engineers, coordinating incident management, driving process adherence, and ensuring efficient communication with stakeholders. The ideal candidate will have strong leadership skills, and a proactive approach to operations management.
What will you do:
- Team Leadership and Supervision:
- Lead a team of Front Office Engineers, providing guidance, training, and mentoring to ensure high performance.
- Allocate and manage team resources effectively to meet operational requirements.
- Conduct regular performance reviews and address team development needs.
- Network Operations Management:
- Oversee real-time monitoring and 1st level triaging of network alarms, incidents, and performance issues.
- Ensure prompt escalation and resolution of critical incidents to minimize service impact.
- Maintain detailed documentation of incidents, emergency changes, and resolutions.
- Incident and Change Management:
- Ensure adherence to ITIL processes and established operational guidelines.
- Process Optimization and Compliance:
- Identify gaps in processes and implement improvements to enhance operational efficiency.
- Ensure strict compliance with organizational policies, security protocols, and service-level agreements (SLAs).
- Innovation and Continuous Improvement:
- Drive automation initiatives to minimize manual interventions and optimize workflows.
- Stay abreast of emerging technologies and implement best practices to improve team efficiency and service delivery.
- Backup Readiness and Competence Building:
- Develop backup resources within the team to handle critical tasks and responsibilities seamlessly.
- Conduct training sessions and knowledge-sharing initiatives to enhance team competency.
What you will bring:
- Education: Bachelor's degree in Electronics, Telecommunications, Computer Science, or a related field.
- Experience: 5+ years of experience in network operations or a related field, with at least 2 years in a supervisory or leadership role.
- Deep understanding of networking protocols and technologies (e.g., TCP/IP, MPLS, DNS).
- Proficiency with network monitoring tools (e.g., SolarWinds, Zabbix, Nagios).
- Familiarity with ITIL processes and incident/change management tools (e.g., ServiceNow).
- Leadership Skills:
- Proven ability to lead and motivate teams in a high-pressure environment.
- Excellent communication and conflict-resolution skills.
- Strong decision-making and prioritization abilities.
Preferred Skills
- Certifications such as CCNP, ITIL, RHCSA, or equivalent.
- Knowledge of DevOps, automation tools, or cloud technologies.
- Experience with scripting languages (e.g., Python, Shell) to automate tasks.
- Work Environment:
- 24x7 rotational shifts to ensure uninterrupted operations.
- Collaborative and fast-paced environment, with opportunities for growth and innovation
Responsibilities:
- End-to-end applications monitoring.
- Triaging of alarms from monitoring tools
- Monitoring performance graphs and dashboards
- Handling customer calls and emails
- User access management in application nodes and GUIs
- Creation of trouble tickets if any deviation is observed while monitoring of alarms and assigning them to the concerned teams for restoration of faults
- Creation of emergency change request during major or critical incidents if required
- Creation of problem tickets whenever required post restoration of critical and major incidents.
- Collaborate with all stakeholders for any critical and major incidents to expedite the restoration of incidents
- All activities like creation of tickets, acknowledging the customer emails etc. are to be adhered with the SLA.
- Knowledge of ticketing tools like OneTM, OneFM, Netcool, Nagios etc.
- Basic knowledge of database SQL queries and IP networking.
- Knowledge of Wallet or financial platform
- To be a fast learner, team player, actively share knowledge and willing to learn new skills. Able to deliver on time with high quality
Why join EricssonAt Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you applyClick Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: India (IN) || Noida
Req ID: 781255
