- Postes vacants:
- 1 poste ouvert
- Type d'emploi désiré :
- CDI
- Experience :
- 3 à 5 ans
- Niveau d'étude :
- Licence, Bac + 3
- Langue :
- Anglais
- Genre :
- Indifférent
Description de l'emploi
We require a technical engineer to support our ECE application. This person will be responsible for maintaining the availability and delivery of the applications within the customer Managed Services platform, provide diagnose and troubleshoot of software and hardware problems and help our customers install application and programs.
This is delivered as part of a 24/7/365 support model underpinning the delivery of all associated services and service levels in line with contractual performance levels.
The role will be required to support remotely during KSA Business Hours and On-call. Within the given remit the role will be responsible for delivering agreed Service Levels and internal KPI’s within our customer Managed Services and more specifically: Availability; Incident Resolution; Request Fulfilment; Problem Resolution; Change Management. This role will be responsible for Providing Technical Support.
Responsibilities
- Supporting activities to ensure they are patched in line with contractual, support and security requirements.
- Ensuring they are monitored and managed to meet required performance and capacity levels.
- Ensuring they are resilient and available to underpin the business defined uptime SLAs.
- Undertake the installation of new or upgraded applications and services.
- Support and evolve Operational Acceptance criteria activities.
- Maintain application support related policies, processes, and tools.
- Undertake initiatives to strengthen the Incident Analysts knowledge and capabilities.
- Develop and discharge the Applications Management related processes as well as participation within other processes such as Problem, Change, Incident, Release, and Availability Management.
- Knowledge sharing, training, and development within the team.
- Develop continuous improvement plans and initiatives to improve performance, quality, efficiency, and customer satisfaction.
- Provide responses to operational escalations, complaints, and root cause analysis requests in an effective and professional manner.
- Support the production of reports relating team performance.
- Identify risks to achieving performance Levels and initiate appropriate actions to mitigate.
- As a 2nd Line Support, to provide analysis of the system performance and behaviour, taking ownership through to resolution whilst maintaining communication flow throughout with L3 support.
- Support the testing and operational acceptance of new services and service changes ensuring that tests are developed and implemented to allow effective service delivery
- Engage with the immediate team, and more widely as required, on Knowledge Transfer and training activities to reduce risk of individual members of staff being single points of failure
- On-call duty to ensure 24/7 critical cover
Exigences de l'emploi
Requirements
- Self-driven, results-oriented with a positive outlook, keen for new experiences and responsibilities with a clear focus on high quality and operational efficiency.
- A natural forward planner who critically assesses own performance and is proactive and self-driven in achieving goals and objectives.
- Mature, credible, a team player and comfortable in dealing with key stakeholders of the role. i.e. Reliable, tolerant, approachable, and determined.
- Empathetic communicator, able to see things from the other person’s point of view.
- Well-presented and business-like.
- A natural problem solver and logical thinker.
- Extensive industry experience working in Technical Support teams demonstrating an analytical approach to solving complex problems
- Demonstrable ability to identify improvements in support SLAsg. Incident Resolution, Availability Management, Operate and Maintain etc.
- Proven experience with supporting an integrated provisioning and billing system preferably Ericsson with experience in:
Ericsson Composition Engine (ECE):
- Working knowledge of Ericsson Charging Systems.
- End to end architecture knowledge ECE platform and application over it.
- Complete knowledge of internal ECE components
- Complete knowledge of external integration. In-depth knowledge of SS7, TCAP, MAP, SCTP, SIP and other signaling protocols
- Shell scripting, perl & python scripting.
- Knowledge of Linux/Solaris operating system
- Analyze application traces, debug logs and tcp-dumps
- Java, JBOSS, Java scripts understanding
- Weekly capacity report generation for SNA, PCC, CS/CPS and recommendation if any improvement required
- Managing incidents related to ECE
- Good understanding of OSS/BSS Applications such as BMC Remedy.
Date d'expiration
21/11/2020