BMC ITSM Ticketing OSS Engineer
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Employer: | Nokia |
Domain: |
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Job type: | full-time |
Job level: | 1 - 5 years of experience |
Location: |
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Updated at: | 04.05.2017 |
Remote work: | On-site |
This position is mainly responsible for
- operation, maintenance and technical problem solving of the ticketing management application (like BMC Remedy ITSM and others) on a global basis
- resolving incidents reported by e.g. user or monitoring tools within a given time frame
- interacts with the Managed Service User community
- on-boarding/integration of new customer projects on global basis, project coordination activities
- alignment with development team and external vendors.
- support new customer project on-boarding into global shared ticketing tool environment
- Incident- (incl. OnCall support), Preventative- and Outage Management
- ensure Platform monitoring to enable high availability and performance
- Change- and Problem Management
- User support / user management of OSS application (like BMC ITSM, IBM NetCool)
- Escalation Management
- Fault analysis
Qualifications
- Proofed experience in a support environment, preferable in telecommunication
- Degree/Diploma, related to telecommunications, electronics, informatics or equivalent relevant experience
- Analytical mind with good problem solving skills and able to work independently and under stress
- Experience in Administration of ITSM Products, preferred on BMC ITSM basis / ITIL based
- Good communications and documentation skills
- Strong written and verbal communication skills in English
- Professional and positive approach
- High achiever and self motivated
- Team player, and able to work on own initiative
- Culturally adaptable and flexible
- Ability to assimilate quickly and act decisively
- Willing to travel
- Basic Linux/Unix User know-how (using folders, permissions, edit files, etc.)
- Knowledge of BMC Remedy ITSM (Operation/Configuration/AR Server know-how, optional: Development skills)
- Web Services Description Language (WSDL/SOAP) skills helpful
- Basic network know-how (tcp/udp ports, IP, ping, etc.) for debugging purpose
- Basic sql and scripting (shell, awk, perl, html, php, java) helpful
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