Emergency Handling Manager(Software Delivery)JobsCafe.comJob Description Role description for Emergency Handling Manager
Contents
1 Scope of Document
2 Responsibilities
3 Authorities
4 Accountabilities Supporting role
6 Interfaces
7 Position requirements
8 Reports to
9 Terms and abbreviations
10 References
1 Scope of Document
This document describes in brief responsibility, authority and work tasks for the role of Emergency Handling Manager within the Global Service Centres for Customer Support.
Primary responsibility of the Emergency Handling Manager is to ensure Ericsson's Emergency service is delivered at the highest possible level towards the customer and act as an escalation point for all Emergency handling issues that may arise from the regions.
2 Responsibilities
The Emergency Handling Manager will drive the development of emergency handling services within the GSC.
The main areas of responsibility are:
· Preparing EPM (Emergency Performance Manager) and RL (Recovery leader) roster budget estimation
· GSC roster budget allocation - i.e. Ensuring that budget for EPM, Recovery leader and Technical rosters exist and is covered by GSC budget
· Monthly tracking of budget for Recovery Leaders and EPMs
· Identification of new EPM Candidates from Recovery Leader teams
· Line Manager EH Operations group consisting of:
o Emergency Performance Managers,
o Permanent Recovery Leaders
· Operational Manager for
o Emergency Support Engineers
· Escalation point for Emergency KPI Performance issues
· Managing Operational Escalations in regards to any ongoing emergencies within that specific hub.
· Recruitment of Recovery Leaders for permanent positions
· Implementation and participation in global improvement programs
· Competence development for EPM's and Recovery Leaders
· Operational Plan fulfilment
· Continuously work on improving the emergency handling service in close cooperation with the Business Line process owner(s)
· Continuously feedback on improvement areas for emergency handling to the Business Line process owners
3 Authorities
The role has the authority to prioritise, define scope and form of the following main tasks:
· A decision to work on an emergency, if the emergency doesn't meet the technical criteria, taking into account input from the active EPM and SDM
· Escalation point for EOS emergency handling decisions
· Escalation point for Project emergency handling decisions
4 Accountabilities
The Emergency Handling Manager would be accountable for the following:
· KPI fulfilment e.g.
o Lead time fulfilment for emergencies
Your MNC job search ends here. Find your Job now!! - Click here !- o Supportability
o KCS
o Costs and Budget fulfilment for emergency handling
o Leadership and HCI for those who are operationally reporting to this role
5 Supporting role
The Emergency Handling Manager would be expected to act in a supporting role for the following activities:
· Driving global emergency handling improvement and alignment together with EH Operations Manager and Business Line job owner
· Maintain Recovery leader role description together with EH Operations Manager and Business Line job owner
· Maintain EPM role description together with EH Operations Manager and Business Line job owner
· EPM certifications together with EH Operations Manager and Business Line job owner
· Recovery leader certifications together EH Operations Manager and Business Line job owner
· EH Engineer certifications together with EH Operations Manager and Business Line job owner
6 Interfaces
The Emergency Handling Manager's interfaces would be and not limited to the following roles within the Ericsson organisation: Some examples of the interaction with each of the interfaces also listed.
· EH Operations Manager; Direct Report, Performance reporting into Operations Manager, Deploying any new processes or tools coming from SD&O; Communication line for changes to Regional "Critical products" which may affect the GSC dimensioning for emergency handling
· SW Delivery Head; Support given if and when required
· Regional CS Mangers; Input into CS managers if there is a misalignment of expectations, constant flooding of "Region Critical" emergencies to GSC
· Competence Domain Managers; Securing correct competence level of engineers required for EH group; Securing Pool Recovery leaders from that Competence Domain.
· Tier 2 Operational Managers; Securing correct competence level of engineers required for EH group
· EH Manager in other GSC; Knowledge sharing planning of RL and EPM rotation.
· Regional EH Managers; Ensuring the regions are serviced as per expectations and correct staffing levels are in place in both organisations. 1 Position requirements
To successfully fulfil the role of Emergency Handling Manager the person would ideally possess the following as a minimum requirement:
· 5 - 10 years Customer Support Experience
· Proven project management experience
· Strong Customer Support Process knowledge
· Excellent cultural awareness
· Excellent interpersonal skills and comfortable dealing with all types and levels of people, internal and external
· Excellent skills in establishing and maintaining contacts
· Structured, dynamic, innovative, and thrives on new and exciting challenges.
· Analytical, negotiation and problem solving skills.
· Fluent in English
· Successfully completed Level 1 Management assessment or Line Manager experience
2 Reports to
The Emergency Handling Manager would line report to:
· Emergency Handling Operations Manager
Locations Noida, Gurgaon
Function Telecom/ ISP
Role Regional Mgr/ Manager(Operations)
Industry Telecom
If you meet the above mentioned criteria, apply online
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