Incident and Service Coordinator
Huawei Technologies Sweden AB / Elektronikjobb / Karlskrona
2015-01-21
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hela Sverige ****** Growing with Huawei. Achieving together. ******
We are one of the leading vendors in the world, providing customized network solutions for telecom carriers worldwide. We are growing fast. We are dynamic.
We look forward to receive your application.
We are looking for Incident and Service Coordinators to handle Trouble Tickets for Fixed and Mobile networks. If you are a service minded person with experience from Mobile and/or Fixed Telecom considering the challenge of a position in the Managed Services this may be the opportunity you've been looking for. We are offering a challenging position, the opportunity to grow in a world leading company.â€
Primary Responsibility and Functions
Incident management
• Daily tracking, handling, technical troubleshooting and status update of incident tickets and progress towards its closure
• Priority 1&2 Incident Management o SPOC for the complex incidents from all interfaces- Telenor, Huawei, Third party. o Update NOC function during the incident and update them with the progress and expected restoration time. o Send out Internal SMS/Email notifications o Establish and set up the crisis room or telephone bridge for quicker resolution of the service. o Responsible for coordination of Incidents between resolving BO units, Third party and Telenor.
Problem Management
• Daily tracking, handling and status update of all the problem tickets and progress towards closure.
• Run and coordinate Problem Investigations in terms of Customer/User/Trend issues
Customer complaint handling
• Technical Investigation on high to moderate level (depth).
• Technical Fault handling on high to moderate level (depth) in many different operator technologies and network elements.
• Daily tracking, handling and status update of all the problem tickets and progress towards closure.
• Daily tracking, handling, technical troubleshooting and status update of incident tickets and progress towards its closure
• User Service Tickets Level2 escalation point function for Tickets that cannot be solved immediately by Level1 Support.
• User Service Tickets Level3 coordination and escalator function towards external support or suppliers.
Corrective Ticket monitoring
• Continuous monitoring of open corrective tickets by means of Remedy/SDM/WFM monitoring tool (Working hours: SD / Off-working hours: GNOC)
• Take care of SLAs, act prior to breaching A and/or B level SLAs by means of: o Contacting the ticket handler (where the ticket is at the moment) o Contacting the ticket owner (where the ticket was received from the Customer) o Escalate towards management in case of no performance (ticket handler’s manager)
• Escalation in case of SLA breach: o Notify the ticket handler, ticket owner, their managers, SD manager
Dispatching
• Dispatching of Corrective tickets to field services organization. (Field technicians / Subcons)
• Daily dispatching, tracking, handling, and status update of field tickets and progress towards subcontractors and field engineers.
• Support the service technicians as needed over the phone/email for ticket data, accessibility issues etc.
• Coordinate and support spare parts in field.
• Coordinate site access for Telenor, Huawei, and Third party.
• Secure the highest possible efficiency in the planning and delivery of services for the field organization. This efficiency includes both the cost effectiveness of service / delivery and quality.
Case coordination
• Main responsible to coordinate cases like NoLoS (No Line of Sight) and PIM (Passive Intermodulation) with all involved internal parties and subcontractors.
• Daily tracking, handling, status update and progress reporting towards subcontractors, field engineers, customer and involved internal parties for those cases.
SLA washing
• Checking all solved/closed tickets that were out of SLA whether the washing process had been done
• If the washing process was not done, then a first level analysis to be executed to check whether the case can be washed or not
• Collect and analyze information for SLA breached tickets
• Execute crosschecks with customer
• Produce weekly and monthly reports of SLA performance
• Feedback to involved parties to improve performance
Reporting and development
• Process development together with all interfaces- Telenor, Huawei, Third party.
• Guideline development together with all interfaces- Telenor, Huawei, Third party.
• Investigation and execution of improvement activities identified in the daily operations.
• Reporting of current ongoing delivery.
Job Requirement and Working Experience
• ? Certification/Bachelor Degree in Telecommunications or IT OR 3 years working experience within mobile and/or fixed telecom on Service Level Management function
• ? Service delivery experience
• ? Computer and general IS/IT knowledge
• ? Flexibility in working hours
General Competencies
• ? Service minded and ability to build and enhance customer and people relations.
• ? Excellent team player.
• ? Open to other cultures and people diversity
• ? Self Motivated and well mannered.
• ? A thorough, organized and methodical approach to work.
• ? Fluent in written and spoken Swedish and English.
Your application
You apply for the job at
http://huawei.easycruit.com your application must be in English. Interviews will be held ongoing, so send in your application directly.
For further information, please visit us now at
http://www.huawei.comPubliceringsdatum2015-01-21Arbetstider och omfattningFull time Permanent
ErsättningFixed
Så ansöker duSista dag att ansöka är 2015-03-20
Klicka på denna länk för att göra din ansökanKontaktMarkus Mejegård
FöretagHuawei Technologies Sweden AB
AdressHuawei Technologies Sweden AB
Kronborgsgränd 21
16446 Kista
KontorsadressKronborgsgränd 21
Övriga kontaktuppgifter Jobbnummer 2137478
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