Our Exciting Opportunity:
We are looking for an enthusiastic person, having very good communication and analytical skills , eager for self development in a demanding, dinamic and rewarding environment, as Problem Manager. He/She will be responsible for coordinating problem investigations having as purpose the delivery of Root Cause Analysis and problem resolution towards the customer within given target duration and ensuring the Problem Management process adherence and handling of problems according to Service Level Agreement (SLA).
You will also:
Be responsible for the complete Problem Management process adherence and handling of problems according to SLAs
Involve and lead support teams for Root Cause Analysis and problem resolution
Validate whether the corrective actions implemented are meeting the requirements.
Identify, prescribe and implement pro-active prevention methods in problem handling.
Participate in internal technical discussions in view to improve overall network performance and make recommendations wherever possible from the problem management perspective.
Ensure correct working methodology governed by the work instruction outlined for problem management.
Initiate, support, encourage and improvement program in the operation activities based on current problem handling experience.
Be accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
Ensure that necessary reports (. RCA, reviewed Major Incident, etc.) are delivered towards the customer within an agreed deadline
Ensure quality of Known Error record and the Knowledge Database
Drive and facilitate identification of permanent solutions, to eliminate the causes, or problem workarounds, to minimize the impact of incidents that cannot be prevented
Monitor progress on the resolution of Known Errors and follow-up on the corrective actions implementation.
Ensure all Problem Management activities are documented
Proactive in identification of possible problems before incidents occur. In order to achieve this, alarms, tickets, incidents trend analysis can be performed.
Work closely and support Incident Management process activities
Understanding & Good Knowledge of PS Core Nodes SGSN/SGW, GGSN/PGW & MME
PACO Traces Analysis (SGSN/SGW, GGSN/PGW, PCRF and DNS) & troubleshooting.
Knowledge of SGSN & GGSN Hardware architecture.
Understanding of Gb, Gr, Ga, Gi, Gn, Iu, Gx, Gy, Gz, Gom Interfaces.
Understanding of SS7 network, GSM, GPRS/3G, EPC/LTE call flows.
Understanding of S1-C,S1-U, S5, S8, S6a, S13, Sgs, Slg, X2, s10, S11 interfaces
Understanding of Diameter, GTPv1, GTPv2, SCTP, SIGTRAN, SS7, RANAP, MAP, SIP, SDP, SGS-AP, S1-AP Protocols
To be successful in the role you must have:
Bachelor level, in engineering (IT, Telecom)
A minimum 2-3 years work experience in IT/Telecom
Knowledge of Telecom/ICT (Mobile network architecture, BSS, Cloud)
Basic understanding of Packet core network performance KPIs & post deviation KPI analysis.
Excellent analytical skills
Self-driven, self-motivated, ambitious, effective and efficient
Proven ability to build relationships and work across matrix teams, building consensus
Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint
Good English communication skills, clear, concise, both verbal and written. French would be a plus.
Proven effective coordinator and facilitator skills.
Ability to track tasks, make assignments, and deliver on commitment dates.
Effectively interaction with various levels of management and customers
Problem Management experience is a plus
ITIL Certification is a plus.
Very good communication and reporting skills