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About this opportunity:
The EOE Process Manager is responsible for governing, improving, and transforming operational processes within Ericsson Operations Engine (EOE) across Managed Services engagements. The role ensures service excellence by driving standardization, automation, CSI initiatives, advanced process capabilities, and alignment with MSN, AAA, and ANO strategic frameworks.
The position requires strong command of MS delivery models, ITSM processes, operational KPIs, transformation frameworks, and data driven decision-making, along with strong consultative, communication, and leadership skills.
What you will do:
- Govern ITSM processes (Incident, Problem, Change, Event, Knowledge, Availability).
- Ensure alignment with SoW, WLA, OLA, and contractual performance commitments.
- Conduct process audits, gap analysis, standardization activities, and process compliance checks.
- Drive operational improvements: MTTR reduction, SLA compliance, backlog optimization, and data-driven decision-making.
- Convert insights into action through process re-engineering, automation, and best practices.
- Identify use cases, support discovery, coordinate feasibility, and drive adoption.
Technical Competencies:
- ITIL / ITSM process management
- MSN, EOE capabilities, AAA & ANO knowledge
- MS Delivery Model, SoW, WLA, OLA
- AI/ML use-case understanding
- Process Mining tools (Celonis, Minit, etc.)
- Automation frameworks and analytics
- Transition & Transformation Framework knowledge
Why join EricssonAt Ericsson, you´ll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what´s possible. To build solutions never seen before to some of the world's toughest problems. You´ll be challenged, but you won't be alone. You´ll 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: 778923
