Incident and Problem Manager
Huawei Technologies Sweden AB / Elektronikjobb / Stockholm
2013-11-19
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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.
A. Job Details
Job Title : Incident and Problem Manager (IPM Manager)
Dept/Division : Managed Services Department
Area/Branch : Sweden office
Reporting to : Operations Director/Head of Operations / (Managed Service Director in Sweden office/ AMS Director in Region)
Qualification : Bachelor or Master Degree in Telecommunications,
Engineering, technology or IT. Management or and related
experience 8- 10 years working experience. Experience in
leading technical teams and technical management function
in operations department of Telecom or IT at Operator or
Vendor. Experience for O&M and/or Vendor System Support.
B. Primary Responsibility and Functions
IPM Manager has overall responsibility to fulfill contractual incident SLA towards customer and associated financial targets (Credits / Debits).
IPM manager is SPOC for the incident from all interfaces- Telenor, 3GIS, Huawei, Third parties.
IPM manager has responsibility to setup the emergency and crisis teams at severe network fault situations and shall lead and manage to network restoration process, reporting and lessons learned reporting.
Establish and set up the war room or telephone bridge for quicker resolution of the service.
Manage coordination between different back office organizations, Telenor and third party involved in incident.
Responsible for Incident reports (IHR) to be shared with Telenor/3GIS within 2 days.
Responsible for sharing the RCA when requested from Telenor/3GIS within 7 days.
IPM manager should be overall responsible for problem management.
Responsible for managing coordination between problem resolving BO units, Third party and Telenor.
Daily tracking of all the problem tickets and progress towards closure. Handling of network quality issues that can not be pinpointed to specific technical areas. Drive quality and network problem investigations and proactively drive quality initiatives to secure robust operations and network performance.
Responsible for managing escalations for incidents and problem management.
Establish and manage the organization of Back Office Managed service delivery organization, including driving and handling of requirements of management, technical staff and 3rd parties.
To ensure that for service restoration the security or quality guideline are followed strictly.
Development and setup of Business Continuity Plans and ongoing development of such plans.
Drive and lead Problem Management investigations and other quality investigations in the Network or for the Service delivery
Drive and establish tests and verifications of the robustness of the operations
Setup and develop necessary functions and support functions for Incident Management and BCP for the MS Operations
C. Job Requirement and Working Experience
• 8-10 years of working experience in Telecommunication or IT industry, experience in Back Office operations of Telecom networks/ IT industry in multi-vendor scenario and leading such functions at Operator or Vendor.
• Good general knowledge in Mobile Telecom (2G,3G,4G), and developing technologies in Telecom and/or fixed Telecom or IT.
• Computer and general IS/IT knowledge and general programming skills.
• Mobile and/or fixed telecom experience with O&M
• Long and in depth experience in O&M, including processes for operations and mainteance, for mobile and fixed telecom networks.
• Good experience in ITIL, ETOM, and other processes and standards for Telecom and IT operations.
• Emergency restoration procedure and processe. Safety and security procedure
• Experience as test leader or troubleshooting of complex network and system faults.
• Project management experience
D. General Competencies
Management and leadership competence, ability to lead and drive teams and people.
Analytical skills for service and system restoration management.
Ability to take lead and organize people, ability to take actions and drive faults and people to deliver.
Stress tolerant, methodical and structured way of working in complex fault investigations
Communication skills and presentation skills
Fluent in written and spoken English.
Flexible and ability to drive and handle change. Open minded.
Service minded and ability to build and enhance customer and people relations.
Open to other cultures and people diversity
“Can do†and driving/entrepreneurship attitude.
Ability to lead, organize and motivate people.
Ability to instruct and learn other people.
Result oriented, good skills in leading and motivating people. Excellent team player.
A thorough, organized and methodical approach to work.
Interviews are ongoing so send in your application directly.
Publiceringsdatum2013-11-19Arbetstider och omfattningFull-time
ErsättningFixed
Så ansöker duSista dag att ansöka är 2014-02-01
Ansökan kan tyvärr inte göras via e-post.
Klicka på denna länk för att göra din ansökanKontaktFöretagHuawei Technologies Sweden AB
AdressHuawei Technologies Sweden AB
Box 1184
16426 Kista
Jobbnummer 1706498
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