Operations Manager - 2nd Level Ops MS

About this opportunity:

We are looking for a seasoned and technically strong Technical Back Office Manager to lead back-office operations within our Managed Services Network division. The ideal candidate brings deep telecom domain expertise with hands-on proficiency in at least one of the following areas: RAN, CORE, or IP — complemented by strong people leadership, customer management, and end-to-end service delivery capabilities. This is a pivotal leadership role that connects technical excellence with operational accountability, delivering a direct impact on customer satisfaction and overall business performance.

What you will do:

• Oversee end-to-end back-office technical operations across managed telecom network services spanning RAN, CORE, and IP domains
• Ensure SLA/KPI compliance across all managed service accounts and customer commitments
• Drive incident, change, and problem management workflows in coordination with NOC, field teams, and OEM vendors
• Maintain and continuously optimise ITSM tools and ticketing platforms (ServiceNow, Remedy, etc.)
• Lead, mentor, and manage a diverse team of domain engineers, analysts, and back-office support staff across RAN, CORE, and IP verticals
• Define clear roles, responsibilities, KPIs, and individual development plans for each team member
• Conduct regular one-on-ones, performance appraisals, and career growth discussions
• Act as the primary point of contact and trusted advisor for managed service customers across assigned accounts
• Build and maintain strong, long-term relationships with customer stakeholders at both operational and senior management levels
• Conduct regular service review meetings (weekly, monthly, and quarterly) to present performance updates, escalation summaries, and improvement plans
• Proactively communicate planned maintenance, network changes, and incident impacts to customers
• Manage customer escalations with urgency, empathy, and structured resolution plans
• Drive customer satisfaction (CSAT/NPS) improvement initiatives based on feedback and trends
• Support contract renewals, scope discussions, and upsell opportunities in collaboration with the account management team
• Ensure customer-facing documentation, reports, and dashboards are accurate, timely, and professionally presented
• Manage OEM and vendor relationships (Ericsson, Nokia, Huawei, Cisco, Juniper, etc.)
• Coordinate with procurement teams for hardware and software lifecycle and spare management
• Collaborate cross-functionally with NOC, Pre-Sales, Delivery, and Finance teams
• Prepare and present operational dashboards and performance reports to senior leadership and customers
• Drive continuous improvement using ITIL and lean methodologies
• Ensure compliance with internal policies, security standards, and regulatory requirements

The skills you bring:

• Hands-on domain expertise in at least one of the following: RAN (4G/5G RAN, eNodeB/gNodeB, RAN KPIs, antenna systems, RAN optimisation, SON), CORE (EPC, 5GC, IMS, VoLTE, AMF/SMF/UPF, HLR/HSS, signalling via Diameter and SIP), or IP (MPLS, BGP, OSPF, SD-WAN, IP transport, routing and switching, firewall and security)
• Familiarity with network management and monitoring tools (OSS/BSS, SolarWinds, PRTG, NetCracker)
• Strong understanding of end-to-end telecom architecture across RAN, CORE, and IP layers
• Solid experience with the ITIL framework — Incident, Change, Problem, and Configuration Management
• 8+ years of experience in telecom managed services
• At least 3 years in a managerial role overseeing technical teams
• Proven track record in managing multi-domain, multi-vendor, and multi-client environments
• Prior experience in customer account management within a managed services context
• Demonstrated ability to deliver against key performance indicators including SLA adherence, Mean Time to Resolve (MTTR), change success rate, and customer satisfaction scores (CSAT/NPS)

Why join Ericsson?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 solutions never seen before 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.

What happens once you apply?Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.

Primary country and city: Rwanda (RW) || Kigali

Req ID: 783562