about the role

Main Responsibilities

• Operations Management: Deliver the performance KPIs as defined by global process owners. Lead the evolution of operational model through innovation, automation and continual improvement to enhance the end to end services to the enterprise customers. Develop statistical reporting to bring data driven improvements. Be available in escalation matrix 24x7, take lead in managing major incidents and manage effective communication with OCB executive management and CSD Codir. Take full responsibility to ensure adherence to company policies, processes, and procedures.
• Customer Experience: Ensure excellent quality of service (QoS) for all customers (internal or external). Be pro-active in communication and have strong leadership towards Customers, Orange teams in the region, and OCB management. Propose or contribute to the required strategies to ensure high levels of Customer Satisfaction through regular reviews, defined ownership and continuous service improvement.
• Employee Experience: Define clear job titles, job roles, job descriptions, latest & unique salary benchmarking for each role. Contribute to the title rationalization and salary correction drives in OCB India. Use Out-Of-Cycle tool sensibly to address the Resignation and Promotion cases. Work with training team (PD&L) to identify and consolidate the training needs and develop an action plan to support employee skills improvement and career development aligned with the overall OCB plans.
• Resource Management: Take charge of workforce recruitment, selection & incubation. Development of front line managers to ensure their skills levels match both current and future operational and customer requirements. Maintain healthy attrition between 15% and 18% in the respective domain / business line. Ensure the completion of OCB Orientation Program for each new joiner and always assign a local mentor with-in the domain / business line.
• Support Revenue Growth: Support the sales to implement new cloud customers and keep high focus to support the upselling to the existing customers.
• Profitability: Achieve profitability by generalizing automation, innovation, portfolio simplification, and building solution blocks.
• Finance Management: Contribute in yearly budget preparation & control. Provide inputs to OCB budget builds and ensure that your respective domain site activities are budgeted for. Participate in OCB Financial challenges. Plan the international travels in advance and review it with the local and global management.
• Audit & Compliance: Lead the governance of various audits for OCB India such as ISO 9K / 20K / 27K / ISAE SOC2 (3402), BCM and ensuring the compliance. Roll out Agile Governance in your respective domain.
• ITSM Process Awareness & Adherence: Motivate OCB India all staff to learn and achieve ITIL certification (at least fundamentals) and adhere to the relevant ITSM processes such as event management, incident management, change management, release management, capacity management, and continual service improvement etc.
• Transversal Engagements: Lead various transversal engagements with-in and outside OCB India such as RESET (half yearly outdoor all-hands for OCB India), Sports tournaments in OCB or MSC, Tech Affair Quiz, On-Floor R&R activities, and other in-house events / competitions during the festivals etc.
• Logistics Management: Represent OCB for relocation, seating and space management drives for OCB India.

about you

Relevant Experience

• At least 15+ years of experience, preferably in IT services operations and/or Telecom domain .
• 5 + years in a similar management role, including matrix management
• Quality management (ITIL, ISO 900x, ISO 20 000, ISO 27 000, CMMi) experience, able to define KPIs and performance management, continual improvement plan.
• Good understanding of incident, problem, change, capacity management processes, and managing L1 / L2 / L3 resources.
• Good exposure and understanding about Cloud Infrastructure, Compute, Backup, Storage, Databases, Operating Systems, and Project management etc.

Desired Skills / Knowledge

• Experience in managing transversal initiatives across the organization
• Excellent management and customer service skills
• Excellent interpersonal skills
• Excellent time management, organizational and communication skills
• Ability to work under pressure and deal with multiple tasks
• Exemplary people and change management skills
• Ability to build relationships with peer and management levels both with clients and the company management
• Professional image
• Proactive, self-motivated and determined attitude
• Problem solving skills
• Experience in leadership role and matrix management
• Management of large teams
• Operational and Financial Excellence
• Familiar with processes and also able to take initiative
• Good team spirit
• Open minded and ability to work in an international environment (multicultural approach)
• Comprehensive English for international citizens

additional information

Educational Qualifications

Graduate Computer, Telecommunication or Electronics Engineering / IT degree or equivalent.

contract

Regular