Senior Manager - Service Quality, Monitoring & Tooling
Liberty Global
SCHIPHOL-RIJK,Boeing Avenue 53
2 dagen geleden

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
  • Leadership :

  • 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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