Problem Management Timișoara

Minimize the adverse effect on our customers' business of incidents Problems and to proactively prevent the occurrence of problems and errors.

Assisting the Service Desk improves the rate of 1st time fixes.

Increase the number of workarounds available and maintained.

Create, publish and maintain Known Errors proactively identify target accounts in assigned territory using market data and industry intelligence.

Manage the communication during incidents, for ongoing tickets or when requested.

Produce Incident Reports, conduct RCA analysis and Lesson Learned.

Reviewing and auditing the process.

Producing management information, including KPIs and reports.

Monitoring the effectiveness of problem management and making recommendations for improvement and action tracking.

Driving, developing, managing and maintaining the problem

Ability to document information

Engineering background or equivalent experience

Experience in Incident management & coordination

Experience in telecom technical domains

Network troubleshooting & problem isolation

Topology of the customer's network.

Good understanding of telecommunications / network / information technology solutions & product

Minimum 2-3 years of Technical Level 2 experience

ITIL based framework experience

English mandatory