Incident and Service Coordinator
Huawei Technologies Sweden AB / Supportteknikerjobb / Stockholm
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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.
Huawei is looking for a Incident and Service Coordinator to join our team
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
• SPOC for the complex incidents from all interfaces- Telenor, Huawei, Third party.
• 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
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
* Daily tracking, handling, status update and progress reporting towards subcontractors, field engineers, customer and involved internal parties for those cases.Job Requirements and Working Experience:
1) Experience in hotline, helpdesk or consumer product service area (in IT/telecom industry preferable).
2) Educational background: at least upper secondary education (high school diploma) preferably in IT, engineering or computer engineering or related discipline.
3) Fluent Swedish and English in both writing and speaking.
General Competencies:
1) Business maturity and responsibility for entrusted tasks.
2) Excellent verbal and written communication skills
3) Good windows and MS Office knowledge
To be successful in this role the candidate should be engaged and solution oriented. We also expect you to be service minded and able to handle both internal and external contacts.
Welcome with your appplication!
Varaktighet, arbetstid
37,5 2
Publiceringsdatum2018-02-21Ersättningbased on agreement
Så ansöker duSista dag att ansöka är 2018-03-31
Klicka på denna länk för att göra din ansökanKontaktRobert Hansson
FöretagHuawei Technologies Sweden AB
AdressHuawei Technologies Sweden AB
Isafjordsgatan 34
16440 Kista
KontorsadressIsafjordsgatan 34
Jobbnummer 3979511
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