Application Operations Manager

About this opportunity

We are excited to announce the opportunity to join Ericsson as Application Operations Manager. In this role, you will be responsible and accountable to operate their respective Applications in SDAP Operations. This position involves takes ownership of the SDAP applications and is responsible for ensuring the correct and proper services to ensure user satisfaction.

Responsibilities

• Ensure that user requirements, interests and views are channelled to relevant SDAP stakeholders and Product owners.
• Effectively drive communication towards users/customers for SDAP end to end service solution, including Change notifications, known issues and well to know information.
• Perform/present weekly and monthly performance report analysis or as per required by stakeholders (such as ticket volume trend, product/customer/incident cause trend analysis etc.)
• Assist and facilitate the Incident Recovery Team during outages as the first level of escalation within the Incident Management process
• Drive Operational SLA fulfilment by regularly reviewing incidents with Operations team and facilitate timely restoration of services
• Work closely with Int & Delivery team to prioritize work that needs to be done against the capacity & Fixes.
• Drive and manage regular performance reviews with application operations (support team), including internal and external suppliers (vendors)
• Drive product and service improvements to prevent problems, recurring issues and user impacted service interruptions via the Problem Management process
• Ensure technical quality and timeliness of RCAs
• Set-up TR Review Boards with Product Owners to prioritize and drive Problem resolution
• Ensure information security by assessing, approving and auditing user
• Drive Operational Requirements in reference to stabilization towards Int & Dev Delivery
• Work closely with Int & Dev Delivery projects within Release Management process to secure Operational readiness for new products/solutions and/or releases, ensuring:
• Cooperate closely with Int & Dev Delivery team to ensure that they are lean, efficient and sustainable product release cycle through continuous platform and process improvements
• Work closely with Int & Dev Delivery team within the Deployment process to secure Operational readiness for new customers.
• Assess, evaluate and provide technical approval for Change Requests as per the Change Management process
• Cross functionally manages the organization staff, securing fulfilment of the area objectives and responsibilities within the mandate granted by the Service Delivery Tools Head of Operation
• Drive knowledge and competence management within the team.
• Develop competence development plan for each product area and soft skills.

Tools & Resources

• SSM
• JIRA
• General Ericsson tools/applications such as Eridoc, Sharepoint, Teams etc.
• GCP (Google Cloud Platform)
• Other area specific tools used for their application.

Why join Ericsson?

At 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 apply?

Click 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: 773553