1st Level Operations
Ericsson
Bucharest, B, RO
15 zile în urmă

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Learn what makes YOU + Ericsson a powerful combination. Join us today.

About Us

We are one of the leading providers of Information and Communication Technology (ICT) to service providers, with about 40% of the world’s mobile traffic carried through our networks.

We enable the full value of connectivity by creating game-changing technology and services that are easy to use, adopt and scale, making our customers successful in a fully connected world.

Together, in Romania we create a culture of innovation, constantly transforming to find new ways of working. Opened in 2007, the Global Site in Bucharest is one in only four all over the world, the only one situated in Europe and a vital component in Ericsson’s global services organization.

The Romanian site currently counts on a team of 1,900 strong professionals and enthusiastic young specialists and is developing constantly to meet customer needs.

Position Purpose

The 1st level Broadcast Operations engineer will offer 1st level support for OTT and DTV services in multiple countries using specific tools( ticketing and infrastructure monitoring) and processes (incident management, change management, problem management, event management).

Main accountabilities you will :

  • Monitoring of IT Infrastructure and Video Services
  • Follow internal incident, change and release management processes in USMS
  • Monitor USMS queues. Attempt first fix and ad-hoc workaround incident resolution activities, including but not limited to Stop / Start applications on alert
  • Investigate troubleshoot and fix problems on relevant systems
  • Investigate incidents where technical domain relevancy and ownership is unclear, localize issue and either fix or assign to relevant technical domain owner for fix
  • Coordinate with vendor partners in the resolution of tickets providing traces, logs
  • Creation of incidents on alert, and logging of incidents. Create and distribute tasks to relevant support entities (USMS)
  • Creating Problem tickets based on recurring incidents and add information as required, ensuring relevant associations between Problem and Issue are logged
  • Ownership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution of incidents, coordinating the fix with second and third line teams
  • Provide expertise in analysis of major incident root cause and follow up with other Corporate teams as needed
  • Assist Liberty Global Countries and coordinate trouble-shooting
  • Adhere to Service and Operational Level Agreements. Working towards targets set by Performance Management and Liberty Global KPIs relevant to Service Assurance, Support and Availability
  • Perform Change Management and Problem Management tasks relevant to the Central Service Desk including monitoring coordination for patches, and implementation approval of Change
  • Ability to rapidly assimilate new knowledge of the specific environments supported
  • Incident / Change Management & Escalation handling in the area of responsibility
  • Time to respond and time to fix incidents and trouble tickets, defined within the Service Level Agreement defined for a specific priority of service impact
  • Sending management notifications during critical or Pan-European incidents every 30 minutes with updates in the Incident Management Processes
  • Technical / Soft Skills

  • MBO technical engineering degree or higher, preferably specialized in IT applications and infrastructure design, development and / or supports
  • 3-5 of experience in a Service Desk role with comparable technical and soft skills
  • Broad and deep knowledge of Service Desk operations (Remedy, USMS)
  • Previous experience with monitoring tools (Nagios, Spectrum)
  • eTOM / ITIL v3 Service Operation certification (it’s a plus)
  • Language skills fluent in English (verbal & written)
  • Knowledge of IT Infrastructure (e.g. Unix, DB, Oracle ExaData) and Video technical components (e.g. Linear Broadcasting, VoD, Streaming media, Video Headends) (it’s a plus)
  • Ability to coordinate multiple stakeholders in the Incident Management Processes;
  • Ability to work under pressure in a fast pace environment
  • Ability to prioritize and re-prioritize workloads as situations change
  • Good interpersonal skills, excellent active listening skills
  • Excellent communication skills
  • Decisive, logical and methodical
  • Analytical skills, continuous driving for improvement, results driven
  • Embracement of change and challenge
  • Ownership and action, customer focused
  • Teamwork and contribution, organizational sensitivity and being able to work effectively at all levels in an organization
  • What we offer

  • We will value your competences
  • You will work in a dynamic company along with the smartest people in the industry
  • You will benefit from a wide range of learning and transfer knowledge from / to your colleagues
  • You will have access to latest technology and support to showcase your bright ideas
  • You will enjoy Ericsson’s ways of working that value the importance of work life balance
  • Benefits package : including premium healthcare & gym subscriptions
  • You will be part of an active community via Brand Ambassadors, CSR Activities, Sports Teams etc.
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