Capgemini
Capgemini
Capgemini एक परामर्श और प्रौद्योगिकी सेवा कंपनी है, जो संगठनों को अपने संचालन में बदलाव लाने और उनका प्रबंधन करने में सहायता करती है। इसका काम एयरोस्पेस, ऑटोमोटिव, बैंकिंग, स्वास्थ्य सेवा और लॉजिस्टिक्स सहित कई उद्योगों तक फैला है। कंपनी की सेवाओं में क्लाउड, साइबर सुरक्षा, डेटा और कृत्रिम बुद्धिमत्ता तथा एंटरप्राइज़ प्रबंधन शामिल हैं। Capgemini डिजिटल परिवर्तन के अपने दृष्टिकोण के तहत नवाचार और स्थिरता पर भी ध्यान देती है। कंपनी विभिन्न पेशों और अनुभव स्तरों के लिए भर्ती करती है और एक नवोन्मेषी तथा विविध कार्यबल तैयार करने पर जोर देती है।

Service Operations Manager, Telco Operations – Madrid Onsite | Capgemini

Lead critical telecommunications operations for Capgemini Engineering in Madrid. Oversee service levels, incidents, KPIs, and 24x7 operations teams.

विवरण

  • Oversee end-to-end service operations and ensure delivery against customer service commitments
  • Maintain comprehensive service visibility by identifying operational risks and anticipating deviations
  • Track service performance, quality, and availability metrics
  • Monitor SLAs, KPIs, and customer experience indicators
  • Coordinate the operational teams involved in service delivery
  • Lead operational response during critical situations and coordinate communication among stakeholders
  • Assess the impact of major incidents on customers, services, and contractual commitments
  • Serve as the primary operational contact for the customer's technical leadership
  • Oversee changes, scheduled maintenance, and other activities affecting service delivery
  • Drive automation, continuous improvement, and operational process optimization initiatives
  • Prepare and present executive reports on service progress, quality, and performance
  • Lead an operations team while ensuring efficiency, quality, and achievement of objectives

आवश्यकताएँ

  • At least five years of experience in a NOC, SNOC, or network operations center, with active responsibility for critical incidents and services
  • Experience leading high-impact incidents and coordinating customer and technical crisis bridges
  • Deep knowledge of telecommunications service operations and control center management
  • Experience tracking and managing SLAs, operational KPIs, and service quality metrics
  • Experience leading 24x7 operations teams, including shifts, on-call rotations, and escalations
  • Ability to engage with executive stakeholders and serve as the primary customer contact
  • Experience managing changes and scheduled work in critical environments
  • Knowledge of ticketing, monitoring, and operational reporting tools
  • Professional fluency in English and Spanish
  • Strong leadership, decision-making, and pressure-management skills
  • ITIL v4 certification is desirable
  • Previous experience with telecommunications operators or managed service providers is desirable
  • Knowledge of Power BI and operational dashboards is desirable
  • Experience driving automation and continuous improvement initiatives is desirable

लाभ

  • Training in technology and personal skills
  • Life and accident insurance
  • Medical insurance subsidized at 50%
  • 24 working days of vacation
  • Two personal days
  • December 24 and 31 as non-working days
  • Flexible compensation plan
  • Meal allowance
  • Additional financial support for remote work
  • Flexible working hours
  • Summer intensive working schedule
  • Family support benefits
  • Additional public holidays
  • Multicultural and accessible work environment
  • Professional growth opportunities

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