Incident Manager with Spanish

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Employer: Ericsson Romania
Domain:
  • IT Software
  • Telecommunication
  • Job type: full-time
    Job level: 1 - 5 years of experience
    Location:
  • BUCHAREST
  • Updated at: 08.08.2016
    Remote work: On-site
    Short company description

    At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

    Requirements

    COMPETENCE PROFILE

    Minimum of 2 years’ experience from Telecom or IT Industry. Previous IM experience in similar positions it’s a plus.
    The candidate should have knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle.
    The candidate should have knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
    The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.
    The candidate should have strong skills in leadership and communication
    The candidate should have knowledge of Ericsson: BSS, Service Layer, Core, Access — Service views and other vendors equipment where applicable
    The candidate should have high level Network Topology skills (GSM, WCDMA, LTE, IT, etc).
    The candidate should have knowledge of Infrastructure and customer tools connected to delivery.
    Availability to travel abroad.

    EDUCATION

    Bachelor of Science degree in Telecommunications, Computer Information Systems or equivalent with minimum of 2 years of work experience.

    LANGUAGE

    Fluent in written and spoken Spanish and English

    INTERPERSONAL SKILLS

    Result oriented
    Good skills in interpersonal communication
    Developed skills in knowledge sharing by actively contributing knowledge
    True customer mindset
    Strong analytical and organizational skills
    Ability to learn quickly
    Ability to work under strong pressure related to scale of business impact.
    Flexible and responsive to changing work patterns and demands

    Responsibilities

    Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
    Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
    Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
    Ensure timely communication / information flow towards internal & external stakeholders
    Ensure that all required resources (resources, accounts, equipment) are available and up to date.
    Setting up of Technical & Management Bridge to facilitate communication during incidents.
    Manage and coordinate the escalated requests from MSIP OA, COM and internal stakeholders.
    Deliver accurate post incident reports within the agreed OLAs.
    Contribute to and maintain the existing repositories (Eridoc, EriColl), with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
    Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
    Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.
    Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.
    Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.
    Attend to operational or governance meetings with COM, SL, PM, MSIP OA and the TCs from the other teams.

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