Job Description
What you will do
- Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
- Setting up of Technical & Management Bridge to facilitate communication during incidents.
- Ensure timely communication / information flow towards internal & external stakeholders
- Engage relevant stakeholders & Initiate management and technical issues when required to protect Ericsson and/or customer interests.
- Ensure RT adopts optimal attitude which balances best path to resolution and protection of customer interests.
- Log all Incident details, allocating approved categorization and prioritization.
- Keep users informed about their Incidents status at agreed intervals.
- Associate Incidents with other records (ie Changes, Problems, repetitive incidents).
- Provide first-line investigation and diagnosis of all Incidents via major incident report.
- Ensure recovery team remains sensitive to collection and correlation of data for potential RCA post event.
- Bring up critical outages to Problem Manager after restoration for RCA (As defined in MSTOP).
- Always remain available during the designated shift and/or roster period.
You will bring
- Minimum of 4 years experience from Telecom or IT Industry. Previous IM experience in similar positions it s a plus.
- Understanding of generic telecom applications like BSCS(Billing System), IN(Charging System), Provisioning, CRM, ERP, Mediation, DWH, VAS.
- The candidate should have knowledge of ITIL or other industry practices related to Service Management and Lifecycle.
- The candidate should show solid sense of urgency and take responsibility and be able to work under pressure.
- The candidate should have solid skills in leadership and communication.
