MFS Operations Assurance Manager

Dakar, Senegal
Competitive salary
05 Jan 2022
21 Jan 2022
Job role
Experience level
About this opportunity

At Mobile Financial Services we enable financial inclusion - truly using Technology for doing good in society! Our systems are used by hundreds of millions every day for services such as peer to peer transfers, payments, disbursements, loans, savings etc. We use the latest and greatest tech and techniques to guarantee state-of-the-art software with premium quality

The Ericsson Wallet Platform is a product which enables our customers to provide mobile financial services. Customers are operators and banks, both of whom have very high expectations on the level of security which this financial solution provides and the way the solution is operated, integrated, and customized.

Together we work on a product that improves the lives of millions of daily users in Africa, the Middle East, and Latin America. We build our financial platform to help bring financial freedom to many people around the world.

The profile we are looking for is a Customer minded colleague, with a strong background in solution delivery, support, and operations. As a part of our Operation & Support Team, you will play a key role in managing the delivery of services on our "live" customer network, broadcast platform and/or IS/IT infrastructure, manage external (Customer) & Internal Stake holders.

As head of Service operation, you will be SPOC for internal and external stake holders for all operational issue in particualr hub.

You will be reporting to Head of Mobile Money Operations and functionally Functionaly your role will belong to program for one of our custoners in West Afrcia.

What you will do
  • Operational Management for the end-to-end operations activities delivery (1st & 2nd line operations, Customer Problem Management, Service & Resource Fulfillment and Field Services, Content Preparation, and Content Delivery and Distribution ) towards the specific customer.
  • Delivery performance Management. Based on the contractual SLA, establishes the WLA between the MSIP and the operations delivery units, and manage the operations activities delivery performance.
  • Manage customer networks, Broadcast and IS/IT performance reporting to the customer based on the operational reports.
  • Coordinate and facilitate the operational interface between operational delivery units and the customer's retained organization (ex. Customer care center) required to fulfill the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
  • Coordinate and facilitate the operational interface between operational delivery units and the customer's retained organization (ex. Customer care center) required to fulfill the SLA, establishing OLA (Operational Level Agreements) whenever necessary.
  • Responsibl e for driving continuous service improveme nt in contractual SKPI for the Service Operations Center & PKPI for the Experience Manageme nt Center
  • Ensure all the necessary changes are implemented to support the evolution of the Use Cases within the SOC or EMC with the Service Delivery Units, MSIP & Operator
  • Perform hierarchical escalation in case of critical (or optionally major) incidents and act as the main interface to the customer.
  • Initiate and coordinate the management bridge during critical (or optionally major) incidents, reporting the resolution status to the customer management organization.
  • Responsible for coordinating the Incident Management status customer reporting meetings as part of the MS Governance Model.
  • Secure Problem Management activities are efficiently performed and are supported by the other delivery organizations and MSIP functions.
  • Trigger SW update / upgrade based on Life cycle management.
  • Coordinate the Problem Management status customer reporting meetings as part of the MS Governance Model;
  • Act vigilantly to customer request as per agreed SLA / WLA.
  • Seek customer approval for problem solutions that depends on customer acceptance or action, and negotiate penalties exception in case of customer nonacceptance
  • Secure that the preventive maintenance plan covers customer requirements and grant customer approval when necssary.Perform ECW Integration and configuration changes activities within approved change window.
  • Ensure that impacts due to forecasted periodic maintenance are reported and agreed with the customer.
  • Continuously drive for efficiency, improvements automation and excellence in service delivery.
  • Approve and support improvement plans that requires multi delivery units initiatives;Internal & external Audit handling.
  • Prepare for present Ericsson in governance Meeting.
You will bring
  • Overall Experience in telecom or Fintech Industry. 7+ Years.
  • Overall experience in operation 5+ Years.
  • Experience in Ericsson Converged Wallet Solution Integration or equivalent e-wallet product 3+ Years.
  • Experience in Managed Services in Operational assurance or SME areas. 3+ Years
  • Understanding of Ericsson Wallet Platform or adjacent BSS domains products as Charging System.
  • ITIL Certification is plus.
  • Strong leadership skills with focus on team performance
  • Excellent understanding of network entities like F5, VMware & PKS.
  • Knowledge in DB is plus.
  • Result oriented with customer first attitude
  • Can handle stressful and ambiguous situations
  • Excellent communication skills in written and spoken English
  • Self-motivated with strong drive and initiative, collaborative, relating and networking
  • Outgoing personality that finds it easy to cooperate and establish relationships across organizational boundaries and in a global environment
  • University degree in Technology, preferably MSC
  • Knowledge of telecom & fintech industry.
  • Good knowledge on container, docker, kubernetes.
  • Embrace working in a rapidly developing area, understand that innovating, adapting and responding to change is key to becoming successful.
  • Fluent in spoken and written English.


At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build never seen before solutions to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.


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