Beschreibung
E2E Network Support Engineer
For our client, a global telecommunications corporation, we are currently looking for a E2E Network Support Engineer for a project in Switzerland.
Job Descrition:
The E2E Network Support Engineer provides end-to-end network support and brings issues on the network or its services to resolution, while ensuring that customer contractual Service Level Agreements are achieved.
Activities/duties:
- Manage the E2E Incident- and Problem Management process including escalation Management
- Coordinate/manage the E2E resources (all stakeholders, internal and external (vendors, OEM) to effectively manage Assistance Requests, Network outages and Service degradations (AR, CTT and NTT) towards the Service Level Agreement
- Identify and collaborate with knowledgeable internal resources to undertand and resolve technical issues. Interface with product Technical Support Centres
- Coordinate the root cause analysis (RCA) and the implementation of corrective actions/measures
- Coordinate, manage and approve/reject change requests, track in appropriate tool after liasion with technical groups and the business (change management)
- Escalate all risk areas and issues to line management, Ops managers and if needed to customer acording to processes
- Provide technical support towards the customer including information to customer concerning network or service issues, degradations, etc.
- Ensure legal Interception task execution
- Interface with the customer for demand management and management escalation
- Create and maintain customer relationship. Maintain high level of customer satisfaction by providing services fully compliant with the Service Level Agreement. Provide appropriate follow-up to customers.
- Ensure KPI management internal and with customer (Definition, negotiation, exclusions, LD settlement)
- Coordinate with Rollout/Fulfilment, Customer Delivers Management and GPM.
Technical Skills and Know-How:
- Sound technical understanding of the Network, its topology, the Network elements and how they are connected/related to each other
- broad cross-technology Network and services know-how and knowledge
- top-nudge Indicent-, Service Performance-, Problem-, and Change Management skills
- strong customer focus and service skills
- Tools: TT handling tools, service performance tools, change management tools, Lawson, technical Support tools
- reporting skills (generation of reports)
- good command of English (both written and spoken), German and/or French would be an advantage
Start date: 1.April
Duration: 6 months
Location: Zurich or Lausanne, Switzerland
Rate: Negotiable
Michael Bailey International is acting as an Employment Business in relation to this vacancy.