أعلنت شركة إريكسون عن توفر شاغر وظيفي لديها بمسمى :
MS Automated Operations Engineer
You will
Be main Gateway for all Customer Network TTs (trouble ticket)
Receive all customer trouble reports and convert it to operational TT into Managed services Trouble tickets using TT tool
Route the TT to the responsible party (Internal/external)
Continuous update of all Customer and 3rd party contacts database and regular check on the validity of contacts
Continuous follow up on the TT SLA (internal/external) to avoid any breach
Timely escalation of TT breach according to escalation matrix following IM process
Continuous System audit to avoid creation of TT backlog (due to deferral or any other reason)
Confirms TT resolution with the initiator before TT closure
Have the latest updates on the local business workflow of TTs
Have basic technical system knowledge, in other words questions regarding how to set up data or, what does a certain message or warning mean, what a data field means..
Have the overall functional knowledge of the tool, in other words questions regarding how the tool works from a business perspective, how does a certain set up affect the business workflow
Continuous update of tool database (Users and Network elements)
conduct all the trainings if required for all users on the tool, and notifies users with any changes or updates to the tool
Follow up on TTs SLA fulfillment with operational teams
Be responsible for creating all service desk predefined reports
Follow up on Service Desk reports distribution SLA
Create reports innovatively that help management team utilize data
Fulfill customer requests for ad hoc reports as per agreed SLA
To be successful in the role you must have
Degree within Electrical Engineering / Telecommunication Engineering / Computer Science / Computer Engineering.
1-3 years experience
Knowledge of Managed Service telecom operations practice
Good Knowledge of GSM system survey
Excellent knowledge of Excel formulas and Macros
Good Knowledge of Microsoft office (Word ,Outlook, PowerPoint, Access, Visio)
Innovative skills in new ways of reporting
Good knowledge in written and spoken English
Good written and assertive verbal communication to all staff internally and 3rd party vendors
Good organizing skills
Accountable and committed
Perseverance
Excellent team player
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