Job Description
Role description for Emergency Handling Manager
Contents
1 Scope of Document 2
2 Responsibilities 2
3 Authorities 3
4 Accountabilities 3
5 Supporting role 3
6 Interfaces 4
7 Position requirements 5
8 Reports to 5
9 Terms and abbreviations 6
10 References 6
1 Scope of Document
This document describes in brief responsibility, authority and work tasks for the role of Emergency Handling Manager within the Global Service Centres for Customer Support.
Primary responsibility of the Emergency Handling Manager is to ensure Ericsson's Emergency service is delivered at the highest possible level towards the customer and act as an escalation point for all Emergency handling issues that may arise from the regions.
2 Responsibilities
The Emergency Handling Manager will drive the development of emergency handling services within the GSC.
The main areas of responsibility are:
· Preparing EPM (Emergency Performance Manager) and RL (Recovery leader) roster budget estimation
· GSC roster budget allocation - i.e. Ensuring that budget for EPM, Recovery leader and Technical rosters exist and is covered by GSC budget
· Monthly tracking of budget for Recovery Leaders and EPMs
· Identification of new EPM Candidates from Recovery Leader teams
· Line Manager EH Operations group consisting of:
o Emergency Performance Managers,
o Permanent Recovery Leaders
· Operational Manager for
o Emergency Support Engineers
· Escalation point for Emergency KPI Performance issues
· Managing Operational Escalations in regards to any ongoing emergencies within that specific hub.
· Recruitment of Recovery Leaders for permanent positions
· Implementation and participation in global improvement programs
· Competence development for EPM's and Recovery Leaders
· Operational Plan fulfilment
· Continuously work on improving the emergency handling service in close cooperation with the Business Line process owner(s)
· Continuously feedback on improvement areas for emergency handling to the Business Line process owners
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Role description for Emergency Handling Manager
Contents
1 Scope of Document 2
2 Responsibilities 2
3 Authorities 3
4 Accountabilities 3
5 Supporting role 3
6 Interfaces 4
7 Position requirements 5
8 Reports to 5
9 Terms and abbreviations 6
10 References 6
1 Scope of Document
This document describes in brief responsibility, authority and work tasks for the role of Emergency Handling Manager within the Global Service Centres for Customer Support.
Primary responsibility of the Emergency Handling Manager is to ensure Ericsson's Emergency service is delivered at the highest possible level towards the customer and act as an escalation point for all Emergency handling issues that may arise from the regions.
2 Responsibilities
The Emergency Handling Manager will drive the development of emergency handling services within the GSC.
The main areas of responsibility are:
· Preparing EPM (Emergency Performance Manager) and RL (Recovery leader) roster budget estimation
· GSC roster budget allocation - i.e. Ensuring that budget for EPM, Recovery leader and Technical rosters exist and is covered by GSC budget
· Monthly tracking of budget for Recovery Leaders and EPMs
· Identification of new EPM Candidates from Recovery Leader teams
· Line Manager EH Operations group consisting of:
o Emergency Performance Managers,
o Permanent Recovery Leaders
· Operational Manager for
o Emergency Support Engineers
· Escalation point for Emergency KPI Performance issues
· Managing Operational Escalations in regards to any ongoing emergencies within that specific hub.
· Recruitment of Recovery Leaders for permanent positions
· Implementation and participation in global improvement programs
· Competence development for EPM's and Recovery Leaders
· Operational Plan fulfilment
· Continuously work on improving the emergency handling service in close cooperation with the Business Line process owner(s)
· Continuously feedback on improvement areas for emergency handling to the Business Line process owners
| Job Summary |
 |
| Company Name Ericsson India |
| Locations Noida, Gurgaon |
| Education Other |
| Function Telecom/ ISP |
| Role Regional Mgr/ Manager(Operations) |
| Industry Telecom |
Regards
HR Department
Indiajobsdb.com
hrd@indiajobsdb.com
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