Manage the incidents occurred in customer network, across all competence areas, in terms of:
-Proper entities(internal GSC, MSIP, 3PP, 3RD Level support, Vendor, customer units) involvement;
-Proper and in time recovery and restoration actions performed;
-Proper quality of work delivered;
-Making sure the impact in customer network is minimized as much as possible when incident recovery and restoration procedures are applied;
-Making sure the KPI and SLA accordingly with OLA and WLA are not breached or if it is the case, it is done in a controlled & transparent way;
-Keeping the communication bridge opened and getting/providing up-dates from/to all entities involved and with customer representatives.
Producing and checking the major incidents reviews(MIR), major action list(MAL), other complementary reports specifically to incident management process
Participating actively in problem management, supporting with incident reporting and reviewing part
Acting as shift manager across all competence areas teams
Managing customer escalations/complaints
Driving the BCP in case of such situations
Knowledge of OSI, TCP/IP, telco networks architectures & topologies & standards & services
Knowledge of competence areas specifics in terms of technologies, network elements, services, KPI
Knowledge of tools and IT systems used in the process is required, such as ITIL framework.
Knowledge of tools and Operation and maintenance management process, such as eTOM framework.
Experience in Mobile Network Operations or IT Operations.
Example on other tools and resources are: Ticketing tools, Collaboration tools, Process and information Modeling tool, Development and Management tools, Unified Architecture and Process Architecture Frameworks and ERIM (portal for Ericsson Information Management)
Proven experience in communication with contractors/partners/customers as well as with various internal units and stakeholders
Good command in Chinese and English(writing, speaking, understanding)
Knowledge of Japanese/Korean languages(one or more of communication forms – writing, speaking, understanding) is a plus
Availability for on-call work schedule, night work
Availability for participation in abroad projects
What’s in it for you?
With over 90,000 employees across 180+ countries, we have a culture that respects and supports your ambitions, in alignment with our values of Respect, Professionalism and Perseverance. Ericsson is extremely focused on learning and development, supports mobility and flexible working hours. We are also committed to diversity and inclusion and to be a responsible and relevant driver of positive change. We also offer some awesome benefits, amazing career development and training programs to provide an empowered career in a connected world.
What happens next once you apply? Read about the next steps here
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Primary country and city: China (CN) || Xi'an || ServEng
Job details: Problem Manager