Head of Support Engineering at Ericsson

• Support Engineering Manager MFS role is part of Center of Excellence MFS organization accountable for support and operation of all Mobile Financial Services customers in region of MMEA.
• Role reports to Head of CoE MFS in MMEA and part of unit leadership team.

What you will do

• Maintain and develop teams of Support Engineers, Recovery leads and team responsible to own and maintain test bed environment.
• Be accountable for Mobile Financial Services availability and performance for all Mobile Financial Customers in MMEA.
• Maintain the MMEA MFS assets updated (test plant, Production) as part of support and operations scope.
• Establish and maintain frameworks including processes, tools and work instructions for MFS Support and operations organization
• Work closely with global organization BA TEB MFS to ensure stability of MFS Services as well is timely incidents and emergencies services recovery.
• Define strategies and operational plans to monitor the status of the MFS Services in a proactive rather than reactive way with the goal to prevent emergencies
• Be responsible to provide feedback to the BA TEB MFS on roadmap requirements and participate in product design workgroup to ensure support and operations requirements are captured as part of EWP roadmap.
• Work Closely with MMEA CSS organization to ensure awareness of overall Ericsson ecosystem changes and its impact on MFS Services.
• Own and maintain Mobile Financial Services standard and normal Change Request catalogue,
• Own and Maintain Change Management process with its CAB governance as well as Quality assurance of CRs being placed into production environment
• Maintain security and recovery management practices and team to ensure customer deployments operations perform in alignment with SLA and customer expectations.
• Participate in MFS Cluster forum to support on specific initiatives, providing thought leadership and support engineering guidance
• Own Support Engineering Governance with defined participants from global and MMEA organization.
• Ensure weekly operational plan is produced, documented, and shared for all MMEA MFS customers portfolio.
• Conduct Talent Management Plan job rotation based on performance assessment of resources
• Identify & implement standard methodologies, drive improvement programs, participate in external & internal networks. Ensure alignment to global and MMEA MFS processes, methods & tools.
• Define Performance KPI’s for Support engineering as well as functional reporting organization
• Be accountable for planning and competence development of support engineers and recovery leads.
• Manage and balance resources, cost, and competence (pyramids) based on business need and recruitment of resources ensuring diversity.
• Own and control units’ costs in alignment with assigned budget.
• Acts as critical issue point for Mobile Financial Services emergencies and Critical tickets. Support customer critical issue in line with matrix defined at function level, act as 2nd level of support for MMEA blocking issue.
• Ensure compliance and ethics and exhibit exemplary role-model leadership behaviors
• Continuously strive to efficient and optimized delivery through automation of processes, MS tools AI engine and Ericsson Converged wallet capabilities related to support and operations functions.

You will bring

• 10-15 years of experience in leadership positions within the financial, and/or ICT industry
• Experience in complex financial/banking or IT systems Service Delivery or Support functions. 7+ Years
• Result oriented with customer first attitude
• Ability to lead multi-cultural and multi-functional teams, empowering.
• Exposure and experience to the latest technologies as Artificial Intelligence in context of operational performance and support.
• Experience in crisis management and ability to work calmly under pressure
• Strong delivery capabilities.
• Strong financial and commercial competence.
• Ability to work across a variety of different delivery unit types (complexity, maturity, scale).
• Developed analytical skills to identify trends, inefficiencies, and value realization opportunities.
• Very good understanding of Fintech Process and Global Directive, Ericsson Business Process, Financial and Delivery models.
• Strong business, operation, and financial skills.
• Good at handling resource planning and competence development.
• ITIL Expert/ITIL Managing professional certification is preferable.
• Proven knowledge of DevOps, ITIL.