Job expirat
Candidates should be based in, or having the intention to relocate to Bucharest
Description of Unit
Business Unit Global Services has a number of Global Services Delivery Centers around the world which complements the Market Units in delivering delivery services to Ericsson's customers.
Job Description
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.
Responsibilities
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 expertise:
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
Behavioral competences:
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
Academic background:
ITIL Foundation qualified
ITIL accreditation in one of the following disciplines:
Problem Management
Incident Management
Change & Configuration Management
For all candidates we require advanced English skills, both oral and written and communication skills
Ericsson is a leading provider of telecommunications solutions and related services to mobile and fixed network operators globally.
More than 1000 networks in 140 countries utilize Ericsson’s network equipment and 40 percent of all mobile calls are made through Ericsson’s systems. Ericsson is one of the few companies worldwide that can offer end-to-end solutions for all major mobile communication standards.
This is a fantastic opportunity to work for a global organization, in a teamwork environment where you are empowered to drive your career and always encouraged to find creative ways to succeed. You shall be involved in high profile projects and execute your advanced technical skills in a company like Ericsson, where innovation is the key to success.
