Alcatel-Lucent Service Operations Centre Manager in Mexico

Description:

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things.

Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

  • The main purpose of the NOC Manager is to: *

  • Implement and manage a fully operative Multivendor Network Operations and Service Centre for NW coverage of 92.8% of Mexican population, with 15,660 LTE sites, 2 fully redundant Cores and 7 medium Cores. Scope includes multivendor Tier 1 and Tier 2 for RAN, Core, TX, Backhaul and Tier 1 for multivendor Backbone and BSS. The implementation includes complete NOC infrastructure to be deployed in Mexico.

  • Manage the Multivendor NOC operations under a Master Service Agreement whereas Nokia operates the NW. The NOC Management provides all NOC business processes, NOC planning and NOC personnel related issues. NOC management Service activities include: NOC planning, controlling, steering and reporting all aspects of NOC activities; management of NOC organization and NOC staffing; delegation and empowerment of NOC managers and team members.

  • Interface with Customer s Operations Director and MVNx Operations Directors in all NOC-related issues.Lead and motivate the NOC team through effective team work, open communication and Nokia values to deliver best in class Network Operations Services.

  • Ensure NOC team set-up and structure which supports the Operational teams in the following areas: IT/Tools, Competence Development, Process and Quality, Infrastructures & Security, HR and People related issues, NOC Overall Business Continuity Plan.

  • Ensure successful resource management and the required team performance in the NOC teams to perform the following stages of a project: Assessment phase/stage, Ramp-up Phase and Competence Development of the teams, Migration Phase, Stability Phase, Transformation phase.

  • Ensure Mode of Operations is implemented based on business/project requirements following the NOC Global Tools and process and Nokia Operations model.

  • Ensure the right governance is in place for all projects.

  • Ensure the standardization of processes and tools.

  • Lead and drive continuous improvement of the NOC delivery for all projects, through: More efficient processes, Automated working procedures, analyses of the team delivery performance, Migration of other NOC winnings/other tools/other automations to LAT and apply them on the project.

  • Work and align with the Operations team and Support teams within NOC to accomplish the above improvements.

  • Ensure efficient way of working with other groups identifying synergies and cost efficiency.

  • Successful and effectively address all the escalations together with Operations Director.

  • Support the delivery of the financial targets for the CBT and Nokia.


  • Key Performance Measures: *

o Customer satisfaction

o GM

o Follow-up and execution of each project Business Case

o KPI/SLA levels of service per the contract

o Project automated working process/procedures


  • Supporting Metrics: *

o Employee satisfaction

o Resource management, Employee retention

  • Key Interfaces: *

o Operations Director

o Nokia Stream owners

o NOC Customer Operations Managers/Director

o NOC support functions

o Own team managers: Fault Mgmt, Configuration Mgmt, Performance Mgmt

o Nokia CDM and Transformation teams

o Business support, F&C, HR

Qualifications:

  • Education / Qualification * :

  • Bachelors or Master degree in Telecommunications or Electronics

  • 15 years experience from telecommunications: Network Operations, NOC Management

  • Experience from Operator business and network operations

  • Management and leadership experience

  • Experience / Skills: *

A proven, results orientated NOC manager with network operations experience in delivering complex and diverse service products and solutions. Process and cost optimization experience. Recognized leader of transformation execution and change management. Experienced in leading a large services organisation in a team based, customer centric structure with full profit and loss responsibilities.

  • Key Skills *
    • Working across Boundaries - * Supports and builds communities within Nokia. Operates across units, able to relate to individuals from different backgrounds and at varying organisational levels. Forms strong networks with partners, customers and suppliers. Looks for uncommon partnerships that produce mutual benefits.
    • Leading for Nokia * Understands, supports and develops Nokia people. Is available and visible in the Nokia community. Leads others according to Nokia values. Motivates others and encourages empowerment through inspiring colleagues.
    • Driving Commercial Results - * Ensures effective delivery of outcomes to support the objectives of Nokia. Plans and executes work in an effective manner in order to meet financial targets. Understands and keeps up to date with competitor activity. Seeks opportunities to further Nokia s profitability.
    • Influencing Others - * Makes a strong and positive impression on others. Uses persuasion and negotiation to gain agreement and buy-in. Promotes ideas on behalf of self or others. Seeks support from communities to ensure that persuasion is effective.
    • Planning & Organising - * Sets goals and objectives and monitors progress. Considers the implications of missed timelines for the organisation. Manages time and projects, anticipating obstacles and formulating contingencies.
    • Strategic Thinking - * Works in line with Nokia strategic goals and vision. Demonstrates awareness of the market Nokia operates in and uses this knowledge to ensure a forward-focused approach. Talks about Nokia strategy and goals with peers and seeks to form strategic alliances across the business.
  • Key (Business) Competencies: *
    • Services Business Knowledge and Understanding *
    • Network Operations *
    • NOC Management *
    • Nokia Processes & Tools *
    • Transformation *
    • Cost Management *
    • Project Management *
    • Communication Skills *
    • Service Excellence *

Job: fNokia NW Operations & Maintenance

Primary Location: Americas-Mexico

Schedule: Full-time

Req ID: 17000009UE