Operations Assurance Resume Samples

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H Doyle

Hardy

Doyle

1569 Bulah Rest

Boston

+1 (555) 706 5175

1569 Bulah Rest

Boston

Phone

p +1 (555) 706 5175

Experience Experience

Boston, MA

Msip Operations Assurance

Boston, MA

Cormier-Mohr

Boston, MA

Msip Operations Assurance

Analyzing and troubleshooting of Node B alarms reported at network operation center (NOC), which includes identifying, fixing and replacing of faulty boards
Troubleshooting of all Faults on Charging System Network. This includes finding the Root Cause Analysis during the service impacting outages
Act as main customer interface in managing major incidents, providing resolution reporting to customer and escalating the incident as necessary
Knowledge about Ericsson Charging System Dimensioning, Design, Planning and Optimization
Implementing FNP Ring for 3G (ERP,RSTP) ,2G(SNCP.MSP) in the network
CRS (Charging Data Reporting System)
Performance analysis for complete 2G Interfaces including ABIS-ATER-A and Gb considering KPI’s related to ES/SES/ESR/SESR/SF/UAS

San Francisco, CA

Managed Services Operations Assurance SME

San Francisco, CA

Toy, Cruickshank and Hartmann

San Francisco, CA

Managed Services Operations Assurance SME

Take Operational decisions to improve performance
Set strategic direction and follow-up with MS Chief Operations Officer teams for improvement of reward/penalties
Working knowledge of different H/W components link HP Servers/EMC/F5 etc
Support Contract Management for Reconciliation, KPI, re-negotiation and other matters
Drive Competence Development and Certification for the MS teams
Create Operational strategy and align with customer
Customer Handling

present

Dallas, TX

Director Managed Services Operations Assurance

Dallas, TX

Witting, Deckow and Jenkins

present

Dallas, TX

Director Managed Services Operations Assurance

present

Set strategic direction and follow-up with Managed Services Chief Operating Officer teams for improvement of reward/penalties
Knowledge of Ericsson network solution product portfolio including Network Management Systems -BSS, Business Objects and Eniq
Good knowledge of Ericson Charging Systems Operations & Maintenance and Optimization
Responsible for aligning the offshored Performance Management service elements and secure WLA fulfillment towards Global service center
Governance owner for Region Sub Saharan Africa level review towards client & Global service center
Issue guidelines & support teams in Performance Management area
Set tools and processes strategy for the Managed Services operations

Education Education

Bachelor’s Degree in Electrical

Harvard University

Bachelor’s Degree in Electrical

Skills Skills

Highly developed skills in knowledge sharing by actively contributing knowledge, experiences and skills to create a learning culture
Excellent knowledge and skills in Ericsson Business processes
Highly developed Ericsson Knowledge
Knowledge, experiences and skills to create a learning culture
Result oriented with good skills in leading and motivating people and conscious of responsibility
Highly developed skills in Interpersonal communication
·Fluent in written and oral English and knowledge of local regional language
Developed skills in knowledge sharing by actively contributing
Have a University education on B.Sc level within Telecommunication, Information Technology and Electronics or similar
Performance driven

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Msip Operations Assurance Resume Examples & Samples

Operations Delivery Management
Incident Management
Problem Management
Preventive Maintenance
Service Delivery Efficiency
Broadcast Operations Management
Mobile Telecommunications experience mandatory
Operational -, Project - , Change -, Financial -, Contract, SLA -, People, Team Management, ITIL
At least 5 years of Client Experience / working with operators
Transparent, Finisher, driver, takes responsibility and accountability, pragmatic, collaborative, result focused, attention to detail, Analytical, and Business oriented

Operations Assurance Transmission Engineer Resume Examples & Samples

3 to 5 years experience
Relevant Telecommunications Diploma or Degree
Cost Awareness

Msip Operations Assurance Resume Examples & Samples

Manage the Back Office, Front Office and the Operations Support departments with the main focus over achieving, sustaining and further improving the agreed KPIs with the customer as outlined in the Managed Services contract. The 24/7 network surveillance is required under Front Office
Review and take actions on all the network changes under Change Control guidelines and interact with the Change Control Board (CCB) being the prime stakeholder for major activities review and approval
Ensure that all the relevant WLAs are available & updated regularly with different interacting departments within Ericsson and the Customer. The processes/SOP are in place as per MSTOP guidelines
Ensure the network availability and the quick restoration in the event of system outage as per agreed MTTR KPIs with the customer
Act on relevant problems and to decide on what operational procedures and routines that shall be invoked to ensure that quality problems are corrected according to prevailing requirements
Ensure the well being of all staff in terms of their working environment
Improvements within the operations and to take full responsibility for the managed network and its organization, processes and methods that may have effect on the service supply quality vs. contracted scope of work for the service supply
Specify the improvement proposals for operative performance and operational excellence and to escalate to Ericsson Management, Customer Management as well as to Support units / supplier partners so that contractual as well as operative performance may be maintained at specified level
Ensure that the NOC organization is adequately staffed and that key positions are delegated to personnel with adequate training and skills to perform the task to ensure that these are according to the service delivery requirements. For that he/she should have the complete understanding and maintain close coordination with the different PAs
Recognize the training requirement for the staff and do mentoring & coaching where required
Perform the Technical Resource Planning (TRP) for the NOC, assist Director Operations in preparing the MS budget and drive cost effectiveness within the organization
Ensure that Ericsson & the Customer management receive service performance reports and / or other reports applicable to the service delivery as outlined in the Managed Services contract roles & responsibility area
Attend the managements meetings within Ericsson and the Customer about NOC activities and act swiftly over the action points and the concerns raised by the customer either over services rendered or the vendor supplied and installed product
Provide the Director Operations with reports of NOC performance as per agreed schedule and ensure that the network performance reports are generated as desired pattern and delivered in time
Strong follow-up with the Support organization of Ericsson and Huawei regarding the CSRs marked critical and crossing the designated timelines as per Support SLA
Achieve customer satisfaction within network performance and implement quality procedures while ensuring the processes are aligned towards achieving committed SLA and KPIs
Excellent knowledge of the following
Management & leadership in Telecom networks
Communications and reporting
Understanding of the Strategic Guidelines Managed Services Telecom Operations Practice (MS TOP) - Processes & Procedures
MS TOP work processes, tools and competence requirements
Support Systems and tools for Configuration management, Fault Management (ITU TE 800 Dependability) & Performance Management (ITU TE 800 Traffic ability & Severability)
Service network layer functionality (Circuit Switching, Packet Switching)
Resource layer (Access network, Core network control, Core network transport, Service
Have a University education on B.Sc level within Telecommunication, Information Technology and Electronics or similar
3-5 years experience in a Senior Management position
Highly developed skills in Interpersonal communication
Performance driven
Highly developed Ericsson Knowledge
Excellent knowledge and skills in Ericsson Business processes

Msip Operations Assurance Resume Examples & Samples

A good knowledge of MSTOP, Operation Services and Shared Solutions Services
Solid presentation and communication skills and the ability to share your knowledge
Good financial understanding and cost awareness
Good understanding of Ericsson
Manage end-to-end delivery of operations for specific customer, including delivery performance based on SLA, providing performance reporting on customer networks and IS/IT
Coordinate any operational interface between delivery units and customer’s retained organization
Act as main customer interface in managing major incidents, providing resolution reporting to customer and escalating the incident as necessary
Ensure problem management activities are performed and supported by all delivery organizations
Coordinate customer reporting meetings for problem management status
Gain customer approval for solutions and/or negotiate penalties in case of customer non-acceptance
Plan for preventative maintenance that covers customer requirements, report on any impacts and grant customer approval as necessary
Continuously drive for efficiency, improvements and excellence in service delivery

Operations Assurance Representative Resume Examples & Samples

Monitors the activity of work orders on a daily basis to ensure correct billing codes and equipment are entered properly into the billing system for billing to start timely and accurately
Ensures technicians are adhering to all work order policies and work orders are accurate to create operations excellence
Customer interaction via phone, email and/or fax may be required to provide superior customer service and ensure the customer has a great experience with Comcast
Reconciles contractor billing
Performs error resolution for all accounts on work order reports to ensure work orders are flowing through the billing system timely to provide for a positive customer experience
Ensure work orders are properly archives and adhere to Comcast Records Management policies
Coordinate with the various departments to ensure adequate coaching is done on the exceptions
Receive and validate Xfinity Home contracts and permits for completeness & accuracy and coordinate further processing with HQ and local municipalities as necessary
Places orders to correct and adjust billing errors and inconsistencies

Msip Operations Assurance Resume Examples & Samples

Ensure end-to-end operational delivery of Customer Problem Management & Help Desk, 1st Level Operations, 2nd Level Operations, Service & Resource Fulfilment and Operation Support
Implement and ensure adherence to standard MS Processes i.e. Event Management, Incident Management, Problem Management, Configuration Management, Change Management etc. in compliance and coordination with customer
Delivery Performance & Quality Management based on the contractual SLA and monitor the delivery performance through MS Governance Model
Ensure Performance Reporting on Event Management, Incident Management, Problem Management and Change Management through MS Governance Model
Ensure on time delivery of operational Service Requests, Work Orders from customer organization with quality and excellence
Ensure contractual KPI fulfilment and coordinate Performance Reporting to the customer organization
Perform hierarchical escalation of critical/major incidents and act as the primary interface to the customer
Continuously propose and drive operational efficiency improvements, automation and excellence in Service Delivery
Manage customer business priorities within scope to ensure best outcomes are achieved
Ensure operational readiness and availability of operational resources and/or procedures for any new service or resource integration on the customer’s infrastructure
End-to-end management, control and supervision of team members including competence development planning, responsibility matrix definition, workload balancing, redundancy planning etc
Ensure Baseline Security Requirements from the customer is adhered and maintained. Perform periodical Risk and Security Assessments, review and propose updates to the Baseline Security Requirements
Manage the Customer Contract and fulfil the Business Case. Manage the operational interface between the MS delivery organization, customer and 3rd Party Providers
Define, propose and drive the implementation of cost control policies and initiatives
Ensure financial and operational delivery performance according to WLA with customer and other Ericsson delivery units securing operational fulfillment and improved governance

Msip Operations Assurance Resume Examples & Samples

Bachelor degree in degree within / Telecommunication Engineering / Computer Science / Computer Engineering, MCA etc
Have 6 to 8 years of experience in a mobile network environment. With minimum 3 Years of experience in Ericsson Charging System
Result Oriented
Leadership Qualities
Developed skills in Interpersonal communication
Developed skills in knowledge sharing by actively contributing
Knowledge, experiences and skills to create a learning culture
·Fluent in written and oral English and knowledge of local regional language
LI-KM1

Msip Operations Assurance Resume Examples & Samples

To be capable of handling Fiber & Microwave Related Transmission Networks mainly IP networks and related MUX hardware
To be Competent in handling multiple interfaces which includes virtual office and to be competent in communication
To manage the applicable WLAs and OLAs with delivery organizations,
To Manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA)
To serve as the primary escalation point for critical incident, Broadcast Delivery Operations escalations, and performance reporting towards the customer
B.Sc in EEE/ CSE/ Telecommunications Engineering degree from any reputed University
At least 8 to 10 Years of working experience in relevant field
Required to have strong writing skills and understanding of customer requirement to deliver result
Willing to take responsibility for delivery outside his domain in multiple related Telecom products
To be eager to learn more and having a solution centric attitude to provide results
LI-MS3

Msip Operations Assurance Resume Examples & Samples

Commissioning and Integration of new Enode Bs
Remote assistance to field engineers for fault resolution
Scripting, integration and upgrade for new site integration
Support network operations, configuration team and network roll-out
Investigate and follow up of RAN related network compalints
Interfacing with the optimization and other fields to resolve faults on the EnodeBs
Alarm tracing and fixing of faults on site
License file loading for all enode Bs
Analyzing and troubleshooting of Node B alarms reported at network operation center (NOC), which includes identifying, fixing and replacing of faulty boards
Carrying out day-to-day maintenance activities on E node B for optimum performance and coverage
Software and Hardware upgrade of enode Bs
Daily alarm generation and fault clearance

Msip Operations Assurance Resume Examples & Samples

Responsible for National Level Core Network auditing & ensure corrective actions for maximizing the uptime
Competence development to ensure smooth Core Network Operation. & STPs
Detailed Analysis of the running Core Network systems, needs, requirements for optimizing the Core

Msip Operations Assurance Resume Examples & Samples

To manage all transmission related work in the circle
OFC Network plan and FNP planning for 3G implementation
Responsible for installation & commissioning of packet transport network (PTN),OMS1410, OMS1460
Implementing FNP Ring for 3G (ERP,RSTP) ,2G(SNCP.MSP) in the network
Commissioning & trouble shooting of transmission equipment like MLHC,MLTN & OMS
Performance analysis for complete 2G Interfaces including ABIS-ATER-A and Gb considering KPI’s related to ES/SES/ESR/SESR/SF/UAS
To handle TTs/ CRs within specified timelines
Preventive and Corrective Maintenance of transmission equipment
Coordinate with different domains like Switch/RAN for smooth operations
Customer Complaint resolution in coordination with TSG
Coordination & resolution of N/W problem raised by optimization team
Corrective Maintenance Execution
Site Facility Management
Site Information Management
Third party supervision
Service Activation / Deactivation - On-site
Preventive Maintenance Execution
Spare part handling
Physical Site Access Management
Work order Management
· Bachelors Degree of engineering in Electonics
Planning and organization skills
Good social skill and awareness

Operations Assurance Summer Internship Resume Examples & Samples

Assist with determination and coordination of project deliverables
Executive reporting, coordination, compilation, and documentation
Generate reports, define exceptions, and drive corrections
Assist in management of deliverables in support of key value add projects focused on cost reduction
Communication Skills (MS Office)
Sales Process Knowledge
Change & Improvement Management Skills
Negotiation & Argumentation Skills
Project Management Skills
Brand Knowledge & Skills
Presentation Skills (PowerPoint)
Ericsson Portfolio Knowledge
Fundamental Leadership Competence
Financial Acumen & Skills (MS Excel)
Service Delivery Process, Models & Strategy

Msip Operations Assurance Resume Examples & Samples

All assurance, fulfilment and service desk activities to be performed under the contractual scope for the specific customer, acting as a demand organization
Secure KPI fulfilment and coordinate performance reporting to the customer organization
Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer
Approve and monitor operational performance improvement plans
Secure that service delivery units inputs and requirements on resource or service acceptance (according to Deployment & Integration processes) are being considered and fulfilled
Support Contract Management on penalties verification
Agree and monitor the preventive maintenance plan
Ensure that impacts due to forecasted periodic maintenance is reported and agreed with the customer
Coordinate the operational interface between operational delivery units and the customer’s retained organization (ex. Customer care center) required to fulfil the SLA, establishing OLA (Operational Level Agreements) whenever necessary
Ensure operational readiness - availability of operational resources and/or procedures for any new service or resource on the customer’s infrastructure

Msip Operations Assurance Stage Resume Examples & Samples

Responsible and a driver/facilitator for improvements within the relevant Managed Services organization and must take responsibility for any changes introduced to the organization, processes and methods that may have an effect on the supplied service quality with respect of meeting contracted scope (including quality)
Responsible to manage the applicable WLAs and OLAs with delivery organizations, manage the delivery of operations, ensuring that operations delivery is fulfilling the contracted Service Level Agreement (SLA) and to serve as the primary escalation point for MS contract and performance reporting towards the customer
Responsible to establishes the WLA between the MSIP and the operations delivery units, and manage the operations activities delivery performance in line with contractual SLA
Manage customer network, performance reporting to the customer based on the operational reports
Coordinate and facilitate the operational interface between operational delivery units and the customer’s organization to fulfill the SLA, establishing OLA (Operational Level Agreements) whenever necessary
Responsible for driving continuous service improvement within the contractual scope & continuously drive for efficiency, improvements automation and excellence in service delivery
Responsible for coordinating the Incident Management as part of the MS Governance Model and Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer
Secure Problem Management activities are efficiently performed and are supported by the other delivery organizations and MSIP functions
Secure that the preventive maintenance plan covers customer requirements and grant customer approval when necessary. Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer
Identify delivery performance quality of Customer network nodes, initiate and drive solutions which generate add on sales
University degree in Electrical/Electronic Engineering, Telecommunication, Business Administration or equivalent experience in a related discipline
Having at least 8 years’ experience on network operations, planning or engineering. At least 5 years of experience from Customer Services within the Telecom industry
Must have business understanding and specialized depth and/or breadth of expertise within MS operational delivery
Acts either as a broad generalist or deep expert, or is responsible for leading an area of expertise. Secures operational performance. Subject to a moderate level of control and review on non-routine assignments
Have very good ability of analysis any issues, situation & solve it by decision making
Interprets business challenges and recommends best practices to improve products, processes or services
Ability to lead functional teams with moderate resource requirements
LI-FH1

Market Operations Assurance Officer Resume Examples & Samples

Extensive FICC markets industry experience from a top tier bank
Thorough understanding of at least one product – detailed technical and front to back processing knowledge
Strong operational line processing background with an experience in a Risk and Control function
Good organizational skills, ability to prioritise and manage conflicting priorities
Strong Excel skills (advanced data manipulation and analysis techniques: vlookups, if statements, pivot tables etc.), and competent creating presentations using PowerPoint
Strong communication skills – influence and impact to challenge people and processes and drive change

Managed Services Operations Assurance Head Resume Examples & Samples

H/W maintenance Preventive maintenance
Knowledge of Managed Service Telecom Operations Practice
Knowledge sharing
Language Skills
Minimum 5 to 10 years of IT/Telecom experience
B.Tech/B.E/MCA

Managed Services Operations Assurance SME Resume Examples & Samples

End to end issue handling and coordination with GSC
Creating & Innovating
LI-LM2

Director Managed Services Operations Assurance Resume Examples & Samples

Set strategic direction and follow-up with Managed Services Chief Operating Officer teams for improvement of reward/penalties
Responsible for Region Sub Saharan Africa wide delivery of Managed Services KPIs Reporting for Active Managed Services Contract along with the Operations Assurance head/heads
Responsible for aligning the offshored Performance Management service elements and secure WLA fulfillment towards Global service center
Set tools and processes strategy for the Managed Services operations
Governance owner for Region Sub Saharan Africa level review towards client & Global service center
Drive Competence Development and Certification for the Managed Services teams
Ensure customer satisfaction on Managed Services activities and on critical measurements
Support Contract Management for Reconciliation, KPI, re-negotiation and other matters

Managed Services SME Operations Assurance Resume Examples & Samples

Daily Customer Complaints
System Administration
Customer Handling
Presentation & Communication Skills
Problem Solving and strategic thinking
Ericsson Knowledge
Applying Expertise and Technology

Operations Assurance Program Director Resume Examples & Samples

A high level understanding of process and technology based controls - for example, SOX Frameworks, Process Control Frameworks, and Records Management standards
Deploy the control frameworks for the specific in-scope programs across a vast network of countries, Business Units and functions
Coordination between various interested stakeholders, such as compliance teams, risk teams and audit teams to understand the requirements of process or control improvements requirements for the in-scope programs
Implement and share best practices or lessons learnt from the in-scope programs and help to identify and develop requirements and training programs as necessary
Provide regular updates to the Head of Operation and IT Performance on progress of improvement programs and issues on operations and IT performance area
Plan and manage internal and external resources to ensure delivery of project outputs within agreed parameters
Flexible and adaptable when dealing with change with a strong awareness and understanding of cultural diversity
Diploma or Degree holder with 5-10 years relevant experience in process improvement and control implementation in either operation or technology
Experience dealing with regulatory compliance programs, or risk management programs
Experience in Insurance or Wealth industry especially Life insurance and exposure to products and operations will be a key criteria
Strategic thinking skills with solid delivery ability
Able work in an evolving environment and make decision under pressure
Excellent conflict management & negotiation skills with experience in handling both internal and external communication effectively
Strong written and verbal communication skills with the ability to effectively communicate with all levels, including C-suite, both regionally and globally
Experience in handling conflict & negotiation with regulatory bodies and/or third-party providers
Proficient in MS Office Suite of products including MS Word, Excel, MS Project and MS Visio

Security Operations & Assurance Lead Resume Examples & Samples

Ensure all identified security events, vulnerabilities and patches managed appropriately
Ensure all indicators of compromise are investigated to determine potential threat and impact
Liaise with security vendors/partners on threat intelligence
Communicate with relevant stakeholders about system status and vulnerabilities within the environment
Establish regular reporting on the security operational environment, both internal and external
Assist with incident response to security incidents

Subject Matter Expert Operations Assurance Resume Examples & Samples

Bachelor’s degree Engineering/Electronics
5-15 years of Service delivery experience in Operations & Maintenance, Optimization and Application configuration
Expert knowledge on Charging System Tariff configurations is mandatory
Expert knowledge of Intelligent Network (Charging System, EMA and EMM) Operations and Performance
Excellent command of English language, presentation and communication skills
Able to work and co-ordinate between teams, which are remotely located
Should be able to travel for meetings and discussions if required

Managed Services Operations Assurance SME Resume Examples & Samples

Take Operational decisions to improve performance
Set strategic direction and follow-up with MS Chief Operations Officer teams for improvement of reward/penalties
Create Operational strategy and align with customer
Responsible for Region Sub-Saharan Africa (RSSA) wide delivery of MS KPIs Reporting for Active Managed Services Contract along with the Operations Assurance head/heads
Responsible for aligning the offshored Performance Management service elements and secure Work Level Agreements (WLA) fulfillment towards Global Service Centre (GSC)
Issue guidelines & support teams in Performance Management area
Set tools and processes strategy for the MS operations
Budget owner for GSC process, tools and new tools introduction
Governance owner for RSSA level review towards Client & GSC
Support implementation of the WLA and measure the compliance
Drive Competence Development and Certification for the MS teams
Ensure customer satisfaction on MS activities and on critical measurements