ICT Engineer

Job description

Job Description

Date: Oct 15, 2018

Job Summary:Problem Manager within “Management Of IPCC (Management of Incident, Problem, Change & Configuration)” is responsible for performing reviews of Problem Records and ensuring the operational delivery across suppliers (stakeholders) executing the Ericsson Problem Management Process. The Problem Manager also plays the operational duties of Problem Owner under defined circumstances.

Additional services required by the customer are handled on a case by case basis.

Responsibilities:

·  Problem Manager is responsible for managing the life-cycle of all Problems over all involved suppliers.
·  Performs supplier Problem Record reviews where required.
·  Tracks the progress of all Problem Records to ensure they are actively moving through the Problem Management Process.
·  Examines work queues for suppliers in jeopardy of missing service agreements.
·  Consults for regular review of service level agreement (SLA) performance data.
·  Executes collaboration between stakeholders where appropriate. Facilitates communication with clients, team members, suppliers, etc. to ensure the actions and changes which may affect them are known. Documents commitments and action items.
·  Arbitrates bouncing Problem records between suppliers and assumes control.
·  Reviews operational Problem Management Performance Measures to ensure effectiveness and efficiency of the Problem Management Process and makes recommendations for improvement.
·  Chairs quality and operational meetings with suppliers.
·  Resource planning (load balancing) to ensure adequate resources are available to meet the problem investigation demands in case of collaboration requirements.
·  Identified Customer pain points & formulate plans to expedite the resolution in problems by involving suppliers.
·  Identify and recommend problem management improvement initiatives, including tools and systems.
·  Ensuring the Problem Management process is fit for purpose. Provide feedback on the effectiveness and end-to-end Problem Management Process workflow to the Process Manager

Accountability

·  Problem Manager is accountable to Problem Management Stability forum and all stakeholders including internal and external for carrying out Problem Management deliverables abiding by the process.

Key Qualifications:

·  Proficiency in written and spoken English.
·  Ability to work on many tasks simultaneously in a high-pressure environment.
·  Strong interpersonal skills, including strong verbal, written communication skills and excellent listening skills are required.
·  Ability to organize, delegate, and leverage resources to accomplish objectives.
·  Strong analytical skills, strong problem solving skills and the ability to logically break down a problem into smaller manageable parts to solve.
·  Excellent time management skills.
·  Ability to deal with stress of competing priorities.
·  Effective meeting management, team management and organizational skills.
·  Corporate policy awareness.
·  4+ years of experience in IT operations in general and at least 2 years of experience within IT Incident Management/Problem Management.
·  Competence in ITIL service support processes – At least ITIL latest version foundation certificate.
·  Good understanding of other processes within Operations in Service Delivery (Incident, Change and Configuration manager).
·  Ability to interact with individuals on all organizational levels.
·  A very good understanding of overall Ericsson.
·  Business processes experience.
·  Strong organization skills.
·  IT environment experience.
·  Production environment experience.
·  Values and behaviors: Ethical as well as Tactful.
·  Business-to-customer relationships.

Additional Requirements:

·  Being able to handle Ericsson propriety equipment and equipment from other vendors
·  Understanding of different Software operating systems

Why is Ericsson a great place to work?

Ericsson enables communications service providers to capture the full value of connectivity. The company's portfolio spans Networks, Digital Services, Managed Services, and Emerging Business and is designed to help our customers go digital, increase efficiency, find new revenue streams, and create new user experiences. Ericsson's investments in innovation have delivered the benefits of telephony and mobile broadband to billions of people around the world ensuring our solutions – and our customers – are at the forefront of innovation. We support networks that connect more than 2.5 billion subscribers. With over 100,000 employees and customers in 180 countries, we combine global scale with technology and service leadership. 40 percent of the world's mobile traffic is carried over an Ericsson network. And, our Technology for Good and Connect to Learn programs include creating technology that makes it easier to save lives, feed societies, bring technology to emerging markets and connectivity to remote areas, and grow businesses and prosperity.

At Ericsson, we give our employees the freedom to think big and navigate their career, on a global scale. We create technology that helps others, from helping people enjoy their favourite content to helping people recover from natural disasters by enabling better communications between rescue workers. Your ideas and innovations can turn into achievements that impact society and change the world, creating new connections, new possibilities, and new capabilities. We find that Ericsson is at its best when we bring together the diverse skills of our people. Working across business areas, across cultures, across geographical borders, across technical disciplines. More often than not, across ground-breaking solutions. Next generation technology can be staggeringly complex. But the simpler it is to use; the more people benefit from it. Join us and help build technology that makes it simple to connect with information, business, societies, and each other.

Ericsson provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetics.

Ericsson complies with applicable country, state and all local laws governing nondiscrimination in employment in every location across the world in which the company has facilities. In addition, Ericsson supports the UN Guiding Principles for Business and Human Rights and the United Nations Global Compact.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, training and development.

Ericsson expressly prohibits any form of workplace harassment based on race, color, religion, sex, sexual orientation, marital status, pregnancy, parental status, national origin, ethnic background, age, disability, political opinion, social status, veteran status, union membership or genetic information.

Primary country and city: India (IN) || || Gurgaon || Consulting&SysInt; IT; ProdMgt; R&D; SalesStratMkt&ComMgt; ServEng; SharedServ; Stud&YP; Supply&Log

Req ID: 254824