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 Local Organization or internal stakeholders.
• Contribute to and maintain the existing repositories, 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.
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
INTERPERSONAL SKILLS
• Result oriented
• Good skills in interpersonal communication
• Developed skills in knowledge sharing by actively contributing knowledge
• True customer mindset..
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