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With these activities you will have a great impact on our business:
- Takes the ownership of the incident and acts as the primary level of escalation
- Speaks with NOC engineers and asks for all useful information related to Outage in place – ensures the NEV and/or Outage Notification has been sent in due time
- Keep tracking and records of the timelines and ensures all incident details are documented;
- Involves in problem solving other parties: 2nd level, Vendor, NOC, SMC, Partner management, 3rd party, in order to provide a prompt recovery of the business within the specified SLA
- Notifies Team Leader about major Incident
- Manages and coordinates the escalation process: Technical: the support of a higher technical skills are needed to solve the problem; Hierarchical: a manager with more authority to be consulted in order to take decision that is beyond the competencies assigned to this level
- Ensures all required resources (human, facilities, equipment etc) are available, involved and focused in the restoration of service
- Notifies 2nd Level and/or Vendor to be prepared with a plan B, if the duration of the incident takes too long
- Ensures regular updates are distributed via the agreed communication channels, according with the Update Time agreed
- Send Pre-notification to top mgmt. for over-temp or major incidents
- Provide input and coordinate the development of the Major Incident Report after the Outage has been closed and all details are available, including initial recommendations to prevent the re-occurrence of a similar incident.
With these skills you are a great candidate:
- Knowledge of telecommunication services, networks and technologies (GSM, UMTS, LTE, IP, PDH, SDH, DWDM)
- Capable to understand and to work with different Windows applications (WEB - based)
- Gained an IT qualification CCNA (or working towards)
- Ideally previous work experience within a busy customer service centre in a Telecoms, Data Centre or IT
- Min 2 year relevant experience in RAN (2G-5G), TX (PDH, SDH), IP
- Technical university degree or student to: faculty of Electronics, Telecommunications, Information Technology
- Good knowledge of German & English language (spoken and written)
- Good communication skills
- Team working oriented
Sounds like the perfect job? We’ve got even more to offer:
- In this pandemic period we have 100% work from home for your safety. After this pandemic period we have 2 days work from home per week
- Medical and dental services
- Life insurance
- Dedicated employee phone subscription
- Special discounts for gyms and retailers
- Annual Company Bonus
- Ongoing Education – we continuously invest in you to ensure you have everything needed to excel on the job and enhance your skills
- You get to work with tried and trusted web-technology
- Getting in on the ground floor of an technology changing company
- Flexible Vacation – Take time off when you need it, we trust you