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- Monitor the network, events and execute pre-defined scripts in case of alarms and incidents reported by network management systems. - Identify service degradations associated with network events and incidents; assess business impact, isolate root causes, and initiate corrective actions. Coordinate Services activities to deliver corrective equipment and site maintenance based on the severity or type of event. - Provide prompt and appropriate follow-up with regular feedback to customers in relation to on-going issues. - Monitor network traffic and performance while maintaining high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service. - Track, re-direct and escalate the workflow of incidents to subsequent support levels (e.g., Technical Support Operations) as needed to resolve incidents. - Ensure accurate and timely creation, update and completion of all trouble tickets with prompt escalation and notification of major network faults and customer faults as per the GSD Escalation Guidelines, to both customers and to internal management. - Generate reports on network performance, trouble-shooting results and routine maintenance of network elements for tracking purposes and learning opportunities. - Ensure only authorized sub-contractors, external companies, field services, Technical support operations and/or other parties have access to the network components. - Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation. Qualifications


- Ability to document information - Broad MultiVendor Product knowledge - Engineering background or equivalent experience - Experience deploying OSS tools and applications - Experience in Incident management & coordination - Experience in Maintenance, Network Operations and/or Technical Support activities - Experience in telecom technical domains - Knowledge & understanding of one or specific multi-techno & multivendor Network troubleshooting & problem isolation Topology of the customer's network - Analytical skills - Coaching/teaching - Customer focus - Decision making - Problem solving - Verbal communication - Knowledge of GSD processes (e.g.; incident restoration, network change management, ...) - Knowledge of GSD tools: SHD REMEDY, ITSM Remedy, Expert Desk, NetCool, BMC, Nerve Center and other platform tools

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