西安招聘

Description

- Manage the incidents occurred in customer network, across all competence areas, in terms of:

- proper entities(internal GSC, MSIP, 3PP, 3RD Level support, Vendor, customer units) involvement;

- proper and in time recovery and restoration actions performed;

- proper quality of work delivered;

- making sure the impact in customer network is minimized as much as possible when incident recovery and restoration procedures are applied;

- making sure the KPI and SLA accordingly with OLA and WLA are not breached or if it is the case, it is done in a controlled & transparent way;

- Keeping the communication bridge opened and getting/providing up-dates from/to all entities involved and with customer representatives.

- Producing and checking the major incidents reviews(MIR), major action list(MAL), other complementary reports specifically to incident management process

- Participating actively in problem management, supporting with incident reporting and reviewing part

- Acting as shift manager across all competence areas teams

- Managing customer escalations/complaints

- Driving the BCP in case of such situations

Qualifications

- knowledge of OSI, TCP/IP, telco networks architectures & topologies & standards & services

- knowledge of competence areas specifics in terms of technologies, network elements, services, KPI

- significant experience as 2ND Level or 1ST Level service engineer in IT or Telco areas

- proven experience in communication with contractors/partners/customers as well as with various internal units and stakeholders

- former incident/project management experience is a plus

To apply this position, please visit https://ericsson.taleo.net/careersection/2/jobdetail.ftl?lang=en&job=00063278