CTM BO Engineer
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Job Description
Our client is searching for an IT Service CTM BO Engineerto join their business in
Romania.
Responsibilities:
Providing operational support of handling customer complaints equivalent to L2/L3 level troubleshooting.
Focusing on customer
- oriented service operations. Coordinated working with other stakeholders to ensure offered service is available for end user on the proposed time and location
Act as an intermediary between Customer Ops and NOC
Objective of the CTM team is to manage the following and route it to the right team for resolution:
Customer Tickets Flow
VIP Customer Ticket Handling Process
Reactive Service Incident/ Bulk Tickets - Tickets assigned from customer and other Parties
Proactive/Reactive Service Incident
Proactive/reactive tracing tool tickets
Service KPI Analytics
Scope of Customer Experience Management Process:
L2, L3 Processes for Customer Experience Management
Tools used in the process
KPIs and SLAs Definition
Integrations with other processes
Perform continuous improvement for op
Review and validation of the network incident and evaluate its urgency and relevancy
Create ticket, ticket escalation to Level-2/Level-3 as per criticality and tracking as per SLA
Create and review documentation and process regarding recurring issues, new standard operating procedures, knowledge transfer material, etc.
Respond/ Intimate and Remediate customer requests under SLA
Incident report and performance matrix report generation
Troubleshooting of known faults/Identified scenarios
Coordinate with internal/external stakeholders (Back Office, Technical Assistance Center, Network operation center teams and Field-level maintenance team etc. )
Professional Knowledge:
Knowledge of mobile network domains and functions (Network operation center, field, Project)
Knowledge of Network Operations management
English language skills in spoken and written words of at least B1 level and German skills are advantages of the Common European Framework of Reference for Languages. Strong written communication skills and presentation skills
Technical Knowledge:
ITIL process knowledge (certification not mandatory)
5-8 years of experience in NOC Operations and working and solving customer complaints coming from the Customer service center.
Good knowledge of modern mobile networks and technical function and elements of it
Understanding of Service Level Agreements and Key Performance Indicators.
Have good analytical and technical issue resolution skills
Should have user level knowledge of Operation Support Systems / Network Management System tools, preferable to have experience on Netcool, Remedy. Basic knowledge on Linux, Windows
Knowledge of modern mobile networks and technical function and elements of it.
Knowledge and troubleshooting skills in Linux/Unix, Windows.
Knowledge in virtualization systems (VMWARE, Open
Stack, Kubernetes etc. )
Knowledge in signaling protocols: SIP, Diameter, SS7, GTP, HTTP, Radius.
Knowledge in LTE protocols and knowledge of packet core interfaces: S11, S5/S8, S1, S6a, Gx, Gn, Gi, SGi etc. Very good knowledge on packet core end user flows.
Knowledge in bash scripting.
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