IOT Operations Leader

Or Master's Degree

The purpose of this role is to guarantee the end-to-end quality of service of IoT Connectivity Advanced and Express Service. The major challenge will be to support implementation of Operational Level Agreement along the chain, support Customers engagement during the run phase - Incident, problem & crisis management, Appropriate customer operating model definition/set-up.

Responsibilities:

• Accountable for support customers who subscribed to IoT Services based on Mobile network solutions: 2G,3G,4G,5G as well as upcoming standards/architectures.
• Review of RCA (Root Cause Analysis) and PIR (Post Implementation Review) with the support teams.
• Be in contact with different teams such as Core Network, RAN teams, engineering L3, implementation and support teams L2/L1 as well as Orange Global roaming partners to ensure best quality of services for customers.
• Orchestrate improvement plans and ensure RCA improvement plan completion/follow up.
• Ensure proper team performances by providing appropriate trainings.

Capacity, Incident, Problem and crisis management:

• Work closely with L3/L2 and support teams to elaborate capacity management and trend analysis reports and thus initiate the appropriate improvement plans.
• Point of contact for crisis and major incidents follow-up and customer improvement plans.
• Escalation point to speed-up problem solving, to involve the relevant support entities and the SMS BU when required.
• Drive Operations & Service Improvement Plans for severe issues / crisis, and the associated action plans.

Operational level agreements:

• Elaboration of operational level agreements between Global Platform and Services (GPS) and the other support entities. 
• Identification of overall process gaps and implementation of associated remediations with the Responsable de Processus Parcours Client (also referred as SIE/SLM)
• Participate in information sharing meetings with several Communities partners (MOA, SLM, IoT) and other entities to ensure that relevant information is shared with team.
• Identification of internal improvements required (trainings, tools, processes) and implementation with the relevant teams.
• Contribution to Vendor Management activities, together with Operation Vendor Management team and Incubation & Expertise teams.

Operating models:

• Elaboration of specific support models on non-standard offers.
• Strong contribution to the definition of operating models on service evolutions (end-user support) and new SMS products.
• Definition of the training paths for operational teams.

The IoT Operation Leader:

• is accountable for the purpose of the IoT operations circle.
• represents the Operation Circle within the IoT Community.
• creates the condition for the circle to take the operational decision on IoT operational matters.
• makes sure that all the roles in the circle are well connected and support effective collaboration.
• will have to be knowledgeable of the French and IB ecosystems.
• ensures the operational and regular implementation of the Quality Assurance Plan. Additionally, it focuses on continuous improvement by identifying and correcting any deviations or discrepancies.

Competencies:

• Good knowledge of mobile core network architectures (2G/3G/4G and upgrades). Voice core network (MSC, MGW, etc.), data core network (MME, SGSN, GGSN, PW, etc.) and signaling equipment (SRF, DRF, HLR, HSS, etc.)
• Knowledge of roaming architecture.
• Knowledge of access networks and radio coverage study methodologies.
• Knowledge of TCP/IP network architecture.
• Good Knowledge on Unix/Linux OS and windows.
• Good Knowledge on Extranet/Internet protocols (TCP-IP, SMTP/POP, DNS, Proxy etc.)
• IT Proficient: Cisco CCNA, CCNP and/or Juniper JNCIA.
• Knowledge of Scripting and Programming Languages (java, http, PHP, Database, perl)
• ITIL V3 Foundation certified is a plus.