Job ID: 198780

Required Travel : Minimal

Managerial - Yes

Location: :Mexico-Guadalajara (AM)

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers’ innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our employees around the globe are here to accelerate service providers’ migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com

In one sentence

Responsible and accountable for services to account operations including coordinated management of multiple related projects/activities/accounts aimed at achieving strategic business and organizational objectives with high quality. These services contain complex activities that may span different functions, organizations, geographic regions, and cultures.

What will your job look like?

• Hold accountability and responsibility for introducing account-centricity for running smooth operations around integration, services delivery, quality, change, communication, risk, and crisis management.
• Leads and facilitates the incidents management process and be responsible for ongoing status and progress reporting.
• Governs and resolves risks and issues that impact production operations across different disciplines (SW development, SW testing, infrastructure, monitoring, and operations)
• Set plans and make recommendations to modify them, when necessary, set priorities, ensure optimization, and resolve conflicts to enhance effectiveness in reaching business results or strategic goals.
• Ensure alignment of all plans under your supervision to standard operations including compliance with relevant regulations and contractual SLA commitments.
• Build credibility and relationships, and maintain communication with stakeholders at multiple levels, including those external to the organization.
• Manage special projects such as automation, implementation, reuse, and cost improvement through planned activities across multiple business lines.
• Lead to resolve customer escalations with respect to smooth operations.
• Ensure that SLAs are meet and deliverables are provided on time with high quality and within budget; drive lessons learned and get well plans.
• Lead the root cause preparation for production incidents with the technical teams and the review with the customer.
• Maintain the traceability matrix between production incidents, associated defect fixes, and planned deployment / release dates.
  
  

All you need is...

• Critical Experiences
• At least 3+ years of successfully managing services delivery in relevant Telco operation domain with significant scope.
• Customer facing experience with proven ability to present & discuss technical and business content in fluent English.
• Experience and knowledge in basic data analysis, ticketing systems, and monitoring tools, which are relevant to production operations and software deployments, preferably with Telco business knowledge.
• Experience working in a global, matrix environment.
• Ability to work extended hours and weekends/holidays when needed.
• Project management experience (added advantage)
• Credentials
• Bachelor's/B.Sc. degree, global equivalent, or higher degree.
• Project Management certificate (added advantage)
  
  

Why You Will Love This Job

• You will work on large challenging and complex programs
• You will be able to work with the best and brightest minds to collaborate across accounts/regions to provide a single voice
• You will have the opportunity to work with the industry most advanced technologies
  
  

Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce