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: 22.06.2018
    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


    • Minimum of 3 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.
    • Bachelor of Science degree in Telecommunications, Computer Information Systems or equivalent with minimum of 2 years of work experience.
    • Fluent in written and spoken English, Spanish Advanced.
    • 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.

    Other info

    What we offer

    • We will value your competences
    • You will work in a dynamic company along with the smartest people in the industry
    • You will benefit from a wide range of learning and transfer knowledge from/to your colleagues
    • You will have access to latest technology and support to showcase your bright ideas
    • You will enjoy Ericsson’s ways of working that value the importance of work life balance
    • Benefits package: including premium healthcare & gym subscriptions
    • You will be part of an active community via Brand Ambassadors, CSR Activities, Sports Teams etc.

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