Job expirat
Drives live critical/major/complex incident resolution
Keeps the troubleshooting plan progressing and ensures that Front Office personnel is focused on service restoration
Performs day to day incident follow-up
Main point of contact for incident status and updates (unplanned disruption of service)
Monitors action status of other parties “work in progress“ (all ongoing incidents)
Works closely with the Front Office to ensure incidents are logged, assigned and escalated in a timely fashion.
Manages internal/external hierarchical escalations
Organizes management bridge
Manages internal/external communication during incidents
Drives effort to meet overall E2E SLAs (End-to-end Service Level Agreements)
Monitors filters for incidents in danger of exceeding SLA
Drives daily calls on-24 hour incidents and incidents in danger of exceeding SLA
Problem Management
Works closely with other GNOC personnel to ensure smooth handoffs (such as problem management, knowledge management).
Leads post-incident follow-up meetings
Follow-up open action items
Process Improvement
Works with all necessary stakeholders (Managers, Directors, Service Owners, and Business Stakeholders) on process improvement / adoption issues.
Observes and monitors associate performance; provides follow-up coaching and development feedback based on observations; provides resources to enable Front Office personnel to perform their job to the best of their ability.
Incident Logging and Reporting
Creates and maintains reports for all key stakeholders
Keeps the incident ticket up-to-date with all business critical information
Creates reports to capture CSR (Corporate Social Responsibility) performance and give real time feedback on their performance on a daily, weekly, monthly and annual basis
Backlog Reduction
Ensures low priority incidents are assigned in a timely manner to the appropriate service team; sends reminders to teams; escalates tickets
Monitors progress of the incident backlog through management reports.
Bachelor Degree in Telecommunications, Electronics, Computer Science, IT field or any related technical field
Good communication skills, English language is mandatory (at least intermediate)
Telecom experience represents an advantage
Experience on process development and improvement represents an advantage
Multitasking, planning and prioritizing, and risk management abilities
Results-oriented, decision maker, proactive and analytical thinking
Availability to work in shifts
Competitive salary
Meal tickets, Meal Allowance, Gift tickets, Easter and Christmas Bonus
Medical Services
Sports and Wellness
Kindergarten / Afterschool
Extra vacation days
An excellent opportunity for further career development
A chance to use and develop your language and technical skills and gain experience in an international environment
Friendly and professional working environment.
Cea mai mare institutie nebancara de microfinantare din Romania, avand o experienta de peste 14 ani de acordare a creditelor pe piata locala.
