Note: The job is a remote job and is open to candidates in USA. XIUS is a telecom technology company providing intelligent network infrastructure, mobile core, digital BSS, and private network solutions for operators and enterprises. The Director of Operations will lead global telecom OSS/BSS technology operations, manage people and platforms across geographies, ensure SLA adherence, oversee support processes, and drive continuous operational improvement and customer satisfaction.
Responsibilities
- Develop and execute the sales strategy for the region with responsibility for growth
- Must possess and exhibit ‘Operations Mind Set’ – meeting 'SLAs should be the ultimate KRA
- Should manage/administer Operations Function that comprises of:
- (a) People – Global Team located across Geographies and Time Zones
- (b) Platforms – Collection of complex systems built, deployed, and supported by Internal and External organizations
- (c) Peer Functions – NOC, Systems/Infra, Network & Database
- Should understand the Technical and Functional Generics & Specifics of ALL the Platforms falls into scope of the Global Operations Team
- Should understand the processes been followed. Should ensure flawless process adherence across the function
- Should perform time to time review of ‘Effectiveness of the Processes’
- Should review and revise the Processes and ensure continuous improvement
- Should understand organizational Goals, define relevant KRAs for each position/role in the Operations Function
- Determine appropriate staffing levels required to support customers across geographies & time zones
- Hire and train staff and establish 24x7 dedicated global support team
- Create monthly roaster such that load is evenly balanced across team that manages planned (MWs) and unplanned (CritSits) activities
- Ensure every learning is documented and archived such that subsequent recurrence of the same/similar issues get resolved within NO time
- Ensure collection of analysis of Metrics across the customer sites
- Ensure collected stats are converted into logical, presentable periodic reports to customer teams
- Ensure timely reporting of SLAs (Platform availability, Issue Resolution) to customer and ensure utmost customer satisfaction
- Serve as point of escalation for internal departments and for the customer on all service-impacting issues, irrespective of area of failure (Infra, Network, Application, Database)
- Pitch-In into trouble shootings and debugging sessions & guide teams to draw conclusions and there on define short- and long-term solutions
Skills
- Over all 10 to 15 Years of Technology Operations
- Minimum 5 Years of People and Technology Management
- Minimum 5 Years of exposure to Mobile Telecom BSS/OSS Operations
- Must possess and exhibit ‘Operations Mind Set' – meeting 'SLAs should be the ultimate KRA
- Should manage/administer Operations Function that comprises of:
- • (a) People – Global Team located across Geographies and Time Zones
- • (b) Platforms – Collection of complex systems built, deployed, and supported by Internal and External organizations
- • (c) Peer Functions – NOC, Systems/Infra, Network & Database
- Should be a Quick Learner to cope up to ever emerging Technical and Functional Enhancements
- Should understand the Technical and Functional Generics & Specifics of ALL the Platforms falls into scope of the Global Operations Team
- Should understand the processes been followed. Should ensure flawless process adherence across the function
- Should perform time to time review of ‘Effectiveness of the Processes'
- Should review and revise the Processes and ensure continuous improvement
- Should understand organizational Goals, define relevant KRAs for each position/role in the Operations Function
Benefits
- Remote work arrangement in the USA
Company Overview