Job Description

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About this opportunity

The Engineer will be a part of 2nd Level assurance,Field Operations & Maintenance, External team from Customer, Incident Management team, Internal management .

What you will do

• Monitor and resolve Jeopardy Alerts in a timely manner within defined SLA; assist engineers with any requirements to implement work.
• Carry Out initial ticket triage regarding fault requests and provide analysis to ensure onward L2 issue is accurate.
• Append all Tickets with concise, appropriate notes on activities taken to make work executable \xe2\x80\x93 Access Requests, Confirmation and Approval dates and times and references etc.
• First point of contact for all fault related issues, to ensure prompt customer concern to the Management whenever deemed applicable.
• Provide an \xe2\x80\x98Operationally Excellent\xe2\x80\x99 service to both internal and external customers
• To work in a culture and way of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism and high energy.
• Tools Used: Winfiol, OSS, ENM, Ticketing Tool, Other Event/Incident Management tool & Authorized 3PP tools as per project requirement.
• Provide Level w support for customer complaints and carry out incident/problem management activities, vendor management, support contracts, SLAs evaluation.
• To prioritize faults to meet SLA/WLA.

You will bring

• Ability to decipher technical information on fault tickets and route tickets to L2 wherever applicable within defined KPI measures.
• Proven background in ICT where both fault ticket handling and fault ticket fix have been prevalent.
• Ability to influence, persuade and mobilize internal/external resources to fulfill customer requirements.
• Well organized and able to multi-task.
• Experience of direct exposure to customer, fault mitigation and critical issue process to all operational levels.
• Demonstrable understanding of 3PP partners and when external agencies should be engaged in order to deliver world class results .

Key Qualifications

• Qualifications: Degree within Electrical Engineering/Telecommunication Engineering/or equivalent
• Industry experience: Telecom
• Years of experience: 5-8 years

Why join Ericsson?

At Ericsson, you\xc2\xb4ll have an outstanding opportunity. The chance to use your skills and creativity to push the boundaries of what\xc2\xb4s possible. To build never seen before solutions to some of the world\xe2\x80\x99s toughest problems. You\xc2\xb4ll be challenged, but you won\xe2\x80\x99t be alone. You\xc2\xb4ll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.

What happens once you apply?

Click Here to find all you need to know about what our typical hiring process looks like

Encouraging a diverse and inclusive organization is core to our values at Ericsson, that\'s why we nurture it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team.

Ericsson is proud to be an Equal Opportunity and Affirmative Action employer, .

Primary country and city: India (IN) || India : Uttar Pradesh : Noida
Job details: Domain Support Specialist

Ericsson