Job expirat
Company: Ericsson Telecommunications Romania
Division: GSDC
Department: BO (Back Office, 2nd line support)
General:
- This role is part of 2nd line technical support team within Ericsson GSDC in Romania;
- He/She is responsible for identifying, investigating, and managing underlying problems on a day to day basis.
- Management of Post Incident reviews for Major Service Outages (MSO) and Major Incidents, ensuring that follow up actions are performed.
- Performing Trend Analysis and Known Error management and where necessary feeding into the Service Improvement process.
Responsabilities:
- Complementing 24/7 Incident Management team to aid in the management of MSO and Major Incidents.
- Producing management information in the forms dictated by the business.
- Investigation into the Root Cause of problems, identifying the relevant groups to involve.
- Developing proactive problem management activities through trend analysis.
- Ensuring post problem activities are owned and completed by the relevant parties.
- Ownership, responsibility and upkeep of the “Known Error” database.
- Identifying recurring failure trends and ensuring these are controlled. Monitoring and improving error control.
Technical
- Practical call management in an IT or Telecoms service environment
- A clear understanding of the differences between Incident and Problem management
- Clearly understand the departmental relationships within the organisation
- Preparing and presenting oral presentations to groups, including senior management
- Effective reporting at all levels
Education
- University degree
Others
- Fluent English (spoken and written)
- 24h x 7 on call availability for critical issues
- Availability for initial knowledge transfer abroad, 2-3 months
- Ability to lead multi-disciplined meetings, including technical staff and senior management
- Ability to remain calm in an often pressurized environment
- Clear abilities to communicate and manage escalations
- Ability to detect problem areas
Nice to have requirements:
- ITIL Foundation qualified
- ITIL accreditation in one of the following disciplines:
- Problem Management
- Incident Management
- Change & Configuration Management
Intelligent Solutions Services SRL (IntelSol) is a Romanian company focused exclusively on providing IT & Telecom recruitment services and staffing for multinationals and niche companies.
We are recruiting specialists for our client – ERICSSON – the largest mobile networks equipment supplier world wide.
For a more efficient CVs selection process, please, send CVs in Word format at cv@jobsinbucharest.ro indicating the desired position in Subject. Applications here - at BJ - are fine too.