Beschreibung
Network Assurance Engineer
The main duties of Network Assurance Engineer, some of which may be delegated, are listed below:
- Lead troubleshooting coordination on high priority incidents to drive issues to fastest possible resolution while maintaining appropriate reporting and notifications to Upper Management
- Understand and appreciate the impact of incidents on SLA targets, allowing for prioritization of said incidents and ensuring that the day to day technical operations meet SLAs and issues are proactively addressed
- Manage incidents to complete resolution in a timely manner, ensuring minimal business impact, and initiate escalation procedure as appropriate
- Elaboration of forensic reports regarding major outages in the customer's network, including Root Cause Analysis
- Manage post mortems for all major incidents to a satisfactory conclusion, reflecting the results on detailed reporting
- Manage the Incident's SLAs, Key Performance Indicators (KPIs) where appropriate
- Follow-up on the incident life cycle in order to maintain SLAs and KPIs, ensuring all incidents are progressing and being driven to resolution
- Maintain known errors database and incident workarounds. Guide the teams and provide input for future improvements
- Maintain and improve incident data and reporting, documenting and making transparent all relevant processes and procedures for the provision of Incident Management
- Track and follow up on faults escalations made by our customer
- Clearly communicate with internal business owners and external partners
- Comply with Change approval process and change management.
- Provide training and job aids where required for areas of responsibility
Additional skills taken into account as preferable:
- Good knowledge of the telecommunication network structure and equipments
- Having previous experience in Incident Management roles within a company's structure
- Very good communication skills in English
- Advanced user of MS Office applications (Excel, Powerpoint, Word, Outlook)
- Ability to quickly relocate to Switzerland, if not a local