Purpose Statement :
The Senior Manager Service Quality, Monitoring & Tooling is responsible for driving the Continuous Service Improvement agenda across all of the Service Support platforms plus the creation and lifecycle management of the associated service monitoring & tooling that visualizes / monitors the service health and stability and highlights degradations and disruptions.
The position has a PE focus with a significant customer base at every European country to which LIBERTY GLOBAL provides services.
Main Responsibilities : General Management :
General Management :
Drive the Continuous Service Improvement agenda across all of the Service Support platforms to maximize Availability and Quality of Service.
Propose and implement KPIs that improve service availability, quality of service and increase service operations efficiency
Work with the Operations team on identifying problem trends and address customers problem escalations to ensure issues are resolved in a timely and accurate manner
Participate in the Operational Readiness and Acceptance of all services and solutions deployed and implemented by the delivery, engineering and architecture organizations
Maintain Service Portfolio and ensure the service effectiveness Services Support systems and solutions, including KPI definition, reporting and SLA management
Produce statistics and reports on a monthly for the KPI calculations, and work on proposals to automate the collection of KPI metrics and integration with corporate BSS / OSS platforms
Lifecycle Management of the Service Monitoring solutions within CNO Operations and specifically Services Support
Ensure the successful operation, support and maintenance of the existing service monitoring platforms, correlation, and probes, in a matrix organization
Respond to service instability, increased incidents, and re-work caused by poor service monitoring visibility, with fast and innovative solutions
Gather enhancement requirements from key stakeholders and develop, implement and integrate those into the CNO software development tooling.
Ensure that new requirements are resourced and funded and are delivered and executed against
Establish and maintain relationships with the CTO and CIO teams responsible for delivery to ensure that the Service Monitoring requirements are a key deliverable for projects
Ensure that service monitoring platforms continued integration with the standard corporate systems such as USMS, Spectrum, and the designated configuration / inventory management systems continues
Create impact assessment for operations and ensuring operational readiness
Interact with external vendors to solve problems and keep up to date with technical advances
Work with corporate organizations and countries to raise awareness of service monitoring initiatives, gather their requirements and deliver against them
Train countries and corporate departments on the use of the service monitoring tools
Create an environment where employees are engaged and motivated, working together as a team to achieve team KPI’s and SLA’s
Lead by example; providing clear communication, recognising team and individual achievements, providing and supporting opportunities of professional development of both the individual and team
Participate in annual performance review process, ensuring each employee has SMART objectives, constructive feedback and individual development plans
Assist in creating a coaching environment; where skills development is a priority for all members of the team, working together and sharing knowledge
Together with Human Resources manage all recruitment, performance issues and disciplinary matters
Coach the team in problem-solving methods, work methods, and in consensus-building activities, and training or arranging for the training of team members in skills, methods, and techniques necessary for completing individual and team tasks (i.
e., developing performance)
Knowledge, Skills & Experience :
Master / Bachelor of Science in Information Technology / Informatics / Software Development
10 years’ experience in Telecoms / ISP
Good understanding of Video, Network, IT and associated quality of service standards
Solid awareness of production operational processes, preferably to ITIL level (certification is desirable)
Solid understanding of complex technical architectures preferably from a previous hands-on role to appreciate the issues faced by the teams
Scrum Master and understanding of development and programming methodology, scrum master, sprint cycles and planning, agile development
Systems management automation, service monitoring, operational tooling
Knowledge of Linux / Apache / MySQL, Graphite, elastic search, MySQL and Maria DB, SNMP, JMX, Nagios, Apache, Tomcat, JBoss, Systems scripting, shell programming, Perl, Ruby is desirable
Good knowledge of hardware and system configurations and architectures
Excellent communication skills with the ability to speak and write at both senior and junior levels within an organisation
Excellent communication and managing inter-personal relationships
Strong analytical skills; the ability to see at both the helicopter view and focus on detail if required
Be predictable and informative towards Team and peers
Fluent in English (verbal & written) and preferable 1 other European language
Ability to work in a matrix organisation drawing on resources from non-direct reports and contracted programmers
Strong and dynamic individual, with the ability to thrive under pressure
Sound appreciation of complex and large multi-user production systems and their architecture;
Strong project management skills
The application process at Liberty Global includes a background check regarding, but not limited to employment, education, reference checks and may include a criminal background check.
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