Job Details:
Objectives of the job
*.All Incidents are resolved as fast as possible, taking into full consideration the severity of the incident and the WLA requirements;
*.Proper focus on the incident resolution is not taken away by non-incident related activities;
*.Communication flow is effectively managed allowing Ericsson and the customer to make informed business decisions;
*.Correct solution or most efficient work around for minimizing the negative impact on the customer's services is applied;
*.Overall business risk is minimized.
Responsibilities
*.Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
*.Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
*.Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
*.Ensure timely communication / information flow towards internal & external stakeholders
*.Ensure that all required resources (resources, accounts, equipment) are available and up to date.
*.Setting up of Technical & Management Bridge to facilitate communication during incidents.
*.Manage and coordinate the escalated requests from Managed Services Operations Assurance, COM and internal stakeholders.
*.Deliver accurate post incident reports within the agreed OLAs.
*.Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
*.Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
*.Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.
*.Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.
*.Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.
*.Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams.
Competence Profile
*.Minimum of 2 years' experience from Telecom or IT Industry. Previous IM experience in similar positions it's a plus.
*.The candidate should have knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle.
*.The candidate should have knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
*.The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.
*.The candidate should have strong skills in leadership and communication
*.The candidate should have knowledge of Ericsson: BSS, Service Layer, Core, Access – Service views and other vendors equipment where applicable
*.The candidate should have high level Network Topology skills (GSM, WCDMA, LTE, IT, etc).
*.The candidate should have knowledge of Infrastructure and customer tools connected to delivery.
*.Availability to travel abroad.
Education
*.Bachelor of Science degree in Telecommunications, Computer Information Systems or equivalent with minimum of 2 years of work experience.
Language
*.Fluent in written and spoken English
*.French language skills are a plus.
Interpersonal skills..
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