Job Description

:SummaryThe Operations Support Function performs necessary activities to enable proper maintenance and operability in the areas of performance management, data administration, processes and tools support for both Hardware Support and Software Support Delivery Flows as depicted in the corresponding Blueprints.
From a performance management perspective, Operations Support defines operational measurement and KPIs according to CS objectives, it provides statistics and other data sets to stakeholders for business governance and operational performance management purposes..Key Objectives

• To provide necessary administration, which includes the testing, training, and documentation of CS related tools, and to ensure that proper configurations are in place for supporting the delivery according to contractual obligations towards end-customers.
• To ensure operational performance monitoring is in place, with defined measurement metrics and reporting formats to fulfill the SLA requirements according to contractual obligations towards end-customers.
• To assist Customer Support Delivery in process governance as well as performance governance by supporting related change management and performance improvement initiatives.

Scope

• Tool Administration, Configuration and Maintenance
• To administer Global Master data, Internal User data, Customer data and other configuration in CS related tools for delivery purposes
• Performance Management, Monitoring and Reporting
• CS related Measurement and KPI Definition
• Reporting tool related testing, maintenance, and development
• Assistance with monitoring of delivery progress by sending reports and assistance in understanding the issues
• To provide performance analysis to identify improvement actions and to facilitate decision-making (note: can also take leading role on behalf of CS Management).
• Process Governance Support and Change Management Support
• To provide Trainings and Documentation support regarding CS tools, Reporting, and Operational guidelines in delivering Customer Support.
• The Operations Support Function is built on the following principles:Default supporting function for CS operations on related processes, tools, and reporting assistance.
• It assists in the operational improvements and related decision making owned by other Delivery or Supporting Functions.
• It contributes or leads improvement and/or change projects on behalf of Customer Support delivery organizations.
• The Operations Support Work Group is used as the common discussion forum to align on the measurement, the Ways of Working, and the requirement handling related to Operations Support activities.
• Operations Support complies with Ericssons Code of Conduct including, but not limited to, ensuring that access to data is controlled and only provided for the defined business purpose.

ResponbilitiesDelivery Function Responsibilities and Deliverables

• Performance Management, Monitoring and Reporting
• To collect feedback from operations and to participate in corresponding Work Group(s) to
• To assist in the execution of measurement improvement plans.

Tool Administration, Configuration and Maintenance

• Customer related configuration and maintenance in CS related tools according to contractual requirements.
• Master Data administration, including AR Support, CSR Routing, IBase maintenance, Product Life Cycle and Exemption Request Handling (BDA only).
• CS related SharePoint site and Intranet page maintenance.
• Time Reporting error and Derivation Table handling.
• Tool deployment and trainings (internal and external).

CS Process Governance and Improvement Support

• Champions for driving process adherence and implementation on behalf of Service Delivery Management.
• Trainings and Documentations Support
• To provide support on CS documentations as agreed with document owners, including Process Specification, Measurement Specification, Tool Configuration Guide, User Guide, Work
• Knowledge Management
• All roles and delivery functions involved in Customer support work have a responsibility to secure that Structured Knowledge Management process is performed according to the Structured Knowledge Management Work Instruction.
• Learning and Reflection
• Learning and reflection is an integral part of support flows. Everyone working within the flow should identify improvements whenever possible.

Additional Operations Support activities

• Web administration
• Champion tasks: Improvement champions and drivers on various topics, such as EM handling, contracts issues, and process creation.
• Mailbox Handling
• Hot CSR list update & notification
• LDE monitoring (Emergency CSR check)
• LAC/SW management
• LCM reports
• 3PP relates activities (PO processing; GRN follow up; etc.).

Job Roles

• The Operations Support Function is manned with resources in the following Job roles:
• Support Coordinator
• Service Delivery Management
• Support Operations Manager
• Order and Delivery Management (in Hardware Services)
• Interfaces

What happens once you apply?to find all you need to know about what our typical hiring process looks like.Encouraging a diverse an 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 and Affirmative Action employer, .Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, learn more. We are committed to providing reasonable accommodations to all individuals participating in the application and interview process. If you need assistance or to request an accommodation due to a disability please reach out toWe are proud to announce Ericsson India is ranked among Top 50 companies in the country and is once again officially Great Place to Work Certified in 2023. Every year, more than 10,000 organizations from over 60 countries partner with the Great Place to Work\xc2\xae Institute for assessment, benchmarking and planning actions to strengthen their workplace culture and this Certification acknowledges our employees value their employee experience and our workplace culture.Primary country and city: India (IN) || GurgaonJob details: Service Delivery Management

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