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Operation engineer - hosting service line

Posted - 11/07/2009
Company Silicon City      
 
Job Type Contract
 
Salary N/A
 
Location Saudi Arabia
Region: Middle East
Requirements
Education Any
Work Experience Any
Job Reference
Details MAIN PURPOSE OF THE ROLE AND KEY RESPONSIBILITIES:
Operates and administers the equipment in the hosting centre according to MS guidelines and different product requirements.
Implementation of configuration changes and minor updates
Add/modify/remove users and admin-users
Check log files and error logs for the hosted Solutions and Data-Centre equipment
Troubleshoots the equipment and solves technical problems. Seek help from Care Service Line if he cant solve the problems or in case SW or HW installation is needed
Receives tasks from Call center agents and network operations center
Escalate to Care Service Line and Technical Architect as required.
Backup systems and ensure they are up-to-date and stored in a save place
Understands the relations between the systems. Estimates consequences of the actions for service delivery, prioritizes the needed actions.
Makes decisions based on defined processes and instructions like service level agreements (SLA), objectives and escalation paths of Service Support Model.
Provides feedback on the efficiency and effectiveness of the executed actions to appropriate people.
Participate in 24/7 duty rosters and provide call-outs (travel to the site) if needed.
Keep documentation and history (log-book) up to date.
Share knowledge in the group.
Participate in the implementation of new Solutions to test the Solution and build up the knowledge.
Connecting new customers to the hosted Solutions
Provide inputs for Spare Part Management
Monitor traffic KPIs and generate CDRs to operators


REQUIREMENTS:
Skills & Knowledge (Key competences)
Experience of mobile communications operations 3-5 years
Analytical Troubleshooting
Operating Systems (e.g. Solaris, HPUX, LINUX, )
IP (Firewalls, Routers, Load Balancer, Protocols,..)
HA Solutions (e.g. Cluster Software, )
Databases (DB2, Oracle, Informix)
Development and changing of own scripts
End-to-End Customer Care Process
Core Networks products (especially IMS, DVBH, PoC, LBS)
Measures
Excellent Customer feedback/satisfaction
Agreed customer service level and internal agreements are met
KPIs


PERSONAL ATTRIBUTES:
Ability to communicate technical information clearly and effectively
Working under pressure
Solution understanding
Process understanding and self discipline
Ability to collate and comprehend
Efficiency & technical quality
Analytical Troubleshooting
Customer Service Orientation
Stress tolerance
Reliability
Tenacity
Collaboration
Pro-activeness
 
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On-line Employers (1):
Azurreo Azurreo (Azurreo)
On-line Candidates (8):
kadi Ahmed, sayabanna siddapur, Franklin Byaruhanga (Senior Ericsson Blade Cluster Integration & Support Engineer), Anand Balu, Aman Chauhan ...

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