2nd Level Operations JS6

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Date: Feb 15, 2014

Location , MX

Req ID: 528

Ericsson Overview:

 

Ericsson is a world leading provider of communications technology and services. Our offerings include services, consulting, software and infrastructure within Information and Communications Technology for telecom operators and other industries. Today, more than 40 percent of the world’s mobile traffic goes through Ericsson networks in over 180 countries, and we support customers’ networks servicing more than 2.5 billion subscribers. Using innovation to empower people, business and community, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions to help shape a more sustainable world.

 

We are truly a global company, operating across borders in over 180 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth,

Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.

 

We welcome the opportunity to meet you!

 

Job Summary:

 

This Job Role is responsible for the coordination, support, management and execution of 1st Level proactive and reactive maintenance activities to ensure that services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.

 

Responsibilities and Tasks:

• Monitor market level Key Performance Indicators (KPIs) and react accordingly.
• Event Management
• 1st level Incident Management
• Remote Site Access Control
• 1st Level Assurance Support activities
• Follow the ‘Service Assurance’ process and escalate to the next level support when needed.
• Provide detailed reports on all tickets worked and be able to communicate them clearly and consistently back to the customer, peer organizations, and management.
• Creating/Response to trouble tickets in a timely manner and work to resolution within the MTTR goals for each specified severity
• Perform remote troubleshooting and restoration for out of service and impaired 3G/4G cell sites
• Provide remote technical support for Field Operations, ASA and switch personnel
• Use RF service measurements to identify RF performance or customer experience degradation which may occur as a result of hardware failures.
• Perform daily ticket management, ensuring notes are up to date and ETR’s are tracked.
• Actively participate on outage bridges
• Perform NOC monitoring functions

Core Competences

• Radio Access Networks
• CDMA
• EVDO
• LTE
• MS Office
• Knowledge of Managed Service Telecom Operations Practice
• Presentation & Communication skills
• Knowledge sharing
• Problem Solving & strategic thinking
• Ericsson Knowledge
• Language skills

  
Primary country and city: Mexico (MX) || Other/Not Applicable || No Selection || ServEng

Job Segment: Operations Manager, Telecom, Telecommunications, Consulting, Operations, Technology

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