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Entry (0-2 ani), Middle (2-5 ani)

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As a successful 1st Level Broadcast Operations you will be responsible for:

  • Monitoring of IT Infrastructure and Video Services.
  • Follow internal incident-, change- and release management processes in USMS.
  • Monitor USMS queues. Attempt first fix and ad-hoc workaround incident resolution activities, including but not limited to Stop/Start applications on alert.
  • Investigate troubleshoot and fix problems on relevant systems
  • Investigate incidents where technical domain relevancy and ownership is unclear, localize issue and either fix or assign to relevant technical domain owner for fix
  • Coordinate with vendor partners in the resolution of tickets providing traces, logs

Documentation, and service correlation

  • Creation of incidents on alert, and logging of incidents. Create and distribute tasks to relevant support entities (USMS)
  • Creating Problem tickets based on recurring incidents and add information as required, ensuring relevant associations between Problem and Issue are logged.
  • Ownership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution of incidents, coordinating the fix with second and third line teams.
  • Provide expertise in analysis of major incident root cause and follow up with other Corporate teams as needed
  • Assist UPC Countries and coordinate trouble-shooting.
  • Adhere to Service and Operational Level Agreements. Working towards targets set by Performance Management and Liberty Global KPIs relevant to Service Assurance, Support and Availability.
  • Perform Change Management and Problem Management tasks relevant to the Central Service Desk including monitoring coordination for patches, and implementation approval of Changes.

Qualifications we are looking for:

  • 2 or more years of experience in a service desk role with comparable technical and soft skills.
  • Proven ability/experience working in a multi layered international matrix organisation.
  • People Skills – Experience working in international teams (direct & indirect) from different cultural backgrounds and experience in working with external resources.
  • Cultural Awareness – Experience in working people from different cultural backgrounds ensuring clarity, collaboration and efficiency
  • Travel – Possible frequent travel during the year on a need-basis
  • Experience in managing several platforms/systems and ability to easily switch between them and keep the overview.
  • MBO technical engineering degree or higher, preferably specialized in IT applications and infrastructure design, development and/or support.
  • Professional and intellectual capacities at the Bachelor or higher professional education level.

Broad and deep knowledge of service desk operations.

  • eTOM/ ITIL v3 Service Operation certification.
  • Language skills – fluent in English (verbal & written) and preferable 1 other European language.
  • In depth knowledge of IT Infrastructure (. Unix, DB, Oracle ExaData, ) and Video technical components (. Linear Broadcasting, VoD, Streaming media, Video Headends).
  • In depth knowledge of the Liberty Global Operations business processes plus a thorough understanding of products and technologies as used by Liberty Global group.
  • Ability to work under pressure in a fast paced environment.
  • Ability to prioritize and re-prioritize workloads as situations change.
  • Good interpersonal skills, excellent active listening skills.
  • Excellent communication skills.
  • Decisive, logical and methodical.
  • Analytical skills, continuous driving for improvement, results driven.
  • Embracement of change and challenge.
  • Ownership and action, customer focused.
  • Teamwork and contribution, organizational sensitivity and being able to work effectively at all levels in an organization

We offer You:

  • Possibility to build your career, learn and develop together with others in a truly international company
  • A possibility to shape the future and build the Networked Society
  • Competitive Ericsson benefit package

  • Interviu online
  • Do you have experience with Linux?