Graham Boutler

Director Rnam Emergency Operations @Ericsson

Responsible for 24/7 Emergency handling and daily CSR support for telecommunications equipment and services to mobile and fixed network operators for North America. • Develop and execute an Emergency handling delivery strategy with strong focus on Customer and Market trends, moving towards Analytics and Cloud based training. • Develop and defined Emergency Review Board, EH Process streamline, Proactive Support service, SPOC per Customer, Recovery Leader and EH Support engineer training. • Develop and execute a training plan identifying key engineer’s abilities and leadership helping them become an expert in the Ericsson product portfolio.• Manage and motivate people in diverse Global team consisting of Shift Managers, technical support staff and call center.• Identify and address the end to end implications of changes either in IT, network, operations, services and create corrective actions to preserve or improve Node & Network performance.• Flexibility and ability to play different technical, project management and business roles as needed to ensure team success.• Create a work environment by developing and maintaining strong and positive customer relationships.• Monitor and adjust metrics using Key performance indicators & Analytic\'s with focus on meeting and exceeding our team’s targets.