Job Description
Family Description
Customer Services (CS) covers customer service in different areas such as technical support, account support, operations, maintenance, network design / deployment / integration / transformation, and education. Generates revenue and the increase of customer satisfaction through planning, designing, deploying, integrating, optimizing, operating, and maintaining phases.
Subfamily Description
Managed Services (MSE) is responsible for keeping the network running and proposing / conducting network upgrades based on business requirements. Covers technical managing and operating of agreed components of IT and telecommunications services provided to end users of Nokia customers, within contracts agreed with those customers.
How You Will Contribute And What You Will Learn
CS Core nodes software version upgrades, patch updates and license loading.
Second level support for CS core GSM UMTS and LTE ZTE equipment’s including equipment surveillance, operations and configuration.
Configuration Management. Generate and implement network configuration scripts.
Ensure service levels and MTTR are upheld within the customer network by providing leadership in troubleshooting and fault restoration.
Performance Management. Perform ZTE CS Core network performance and optimization activities to ensure network KPI’s are maintained and/or improved on agreed thresholds.
Technical capability development. Continuously improve your technical capabilities and knowledge transfer to other CS Core team members and L1 engineers.
Coordinate Level 1/2/3 technical support. Ensure proper customer follow-up and escalation. Facilitate identification of control mechanisms and critical action/recovery paths for system components. Manage customer communication to get closure agreement on resolved tickets.
Participate in 24/7 on call rotation support.
Conduct preventive maintenance, operational instructions, processes and documentation for the related equipment.
Change management. Align all core planned activities with change management processes.
Responsible for node acceptance for all new CS Core network elements.
Network security. Ensure all CS Core equipment and services adhere strictly to the customer’s network security and risk mitigation guidelines.
Designs network HLDs and LLDs and updating.
Network capacity optimization for all Nodes and KPI’s.
Keeps track of all spares in the CS Core domain.
Enhance repetitive tasks through network automation.
Secondary Roles
Staff needs to fulfil the following additional requirement:
Participation in Weekly Core Review meetings both Local and with Customer
Review of domain CSR’s/Care/Support tickets with the Equipment Vendors.
Review and participation in weekly review of Health Checks and Preventive Maintenance scripts for Core CS nodes.
Planning of new Nodes/Sites implementation for CS domain.
Verification and follow-up for Backup trackers for CS domain.
Create PowerPoint and Graphing representations of CS KPIs, Interface Utilization and System Utilization on a Weekly basis
Support of new nodes – ATPs, Security AT, VA Scan issues closure.
CR presentation in CMB (Change Management Board), CR creation in ITSM online tool and follow up for approval until closure
To support Other Vendors (Packet Core, BSC & RNC, HLR, HSS, MSC, IT, IN-CS) network if required
On Job training for New Staff, NOC staff among others.
Key Skills And Experience
Bachelor’s degree in Engineering or Telecom Technology related field.
Over 5 yrs hands on operations experience with live-customer problem resolution within circuit switched core network.
Must be equipped with a minimum of 3 years ZTE product knowledge.
Must have Cloud Platforms knowledge
Proven experience working on applications/software in the Telecom domain which are currently used by Telecom providers.
Knowledge in Microsoft Excel and Presentations.
IP knowledge and skills required.
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