Ericsson is a world-leading provider of telecommunications equipment and services to mobile and fixed network operators. Over 1,000 networks in more than 180 countries use Ericsson equipment, and more than 40 percent of the world's mobile traffic passes through Ericsson networks. Using innovation to empower people, business and society, we are working towards the Networked Society, in which everything that can benefit from a connection will have one. At Ericsson, we apply our innovation to market-based solutions that empower people and society to help shape a more sustainable world.
We are truly a global company, working across borders in 175 countries, offering a diverse, performance-driven culture and an innovative and engaging environment where employees enhance their potential everyday. Our employees live our vision, core values and guiding principles. They share a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients. To ensure professional growth, Ericsson offers a stimulating work experience, continuous learning and growth opportunities that allow you to acquire the knowledge and skills necessary to reach your career goals.
2nd Level Operations Transmission Engineer
Job TypeFull Time
QualificationBA/BSc/HND MBA/MSc/MA
Location Lagos
Job Field Engineering / Technical ICT / Computer
Job Summary
This Job Role is responsible for the coordination, management and execution of proactive and reactive maintenance activities that require a higher level of support that the one offered by the 1st Level Operations for Transmission area. This shall ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Responsibilities & Tasks
•Provide fault management on specific network nodes: point to point and point to multipoint microwave radio relays, SDH&DWDM MUX, ATMÐ switches
•Perform preventive & corrective maintenance, problem management, acceptance and fault management and tracking
•Logging the performed activities in specifically ticketing tools
•Remote integration and configuration of transmissions network elements
•Working for on-call schedule and night time
•2nd Level Assurance Support Activities
•2nd Level Incident Management
•Problem Management
•System Administration
Minimum Qualifications & Experience Requirements:
•General knowledge of one or more of: microwave(P-P,PMP), SDH/DWDM/DSL/ATM/FR/IP/ETH architectures & network topologies & standards
•General knowledge of transmission physical mediums: optical fiber, coax, twisted pair, air
•General knowledge of data networking technologies is a plus
•General knowledge of Core or RAN protocols & technologies is a plus
•General knowledge of UNIX or LINUX operating systems is a plus
Educational background
Master in science in electrical engineering (or bachelor degree and with relevant experience)
Preferred Qualifications & Experience Requirements:
•Proven operating experience on ALU micro wave links and Ericsson Mini Link Traffic Nodes is mandatory ( remote configuration, support, troubleshooting)
•Strong problem solving skills and analytical thinking
•Ability to work under stressful situations, meet tight deadlines and deliver services with high quality
•Excellent communication skills
•Knowledge sharing ability
•Service fulfillment
•Self-motivated
•Open minded
2nd level Operations LTE Engineer
Job TypeFull Time
QualificationBA/BSc/HND MBA/MSc/MA
Location Lagos
Job Field Engineering / Technical ICT / Computer
Job Summary
This Job Role is responsible for the coordination, management and execution of proactive and reactive maintenance activities that require a higher level of support that the one offered by the 1st Level Operations for Transmission area. This shall ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
Responsibilities & Tasks
•Provide fault management on specific network nodes: point to point and point to multipoint microwave radio relays, SDH&DWDM MUX, ATMÐ switches
•Perform preventive & corrective maintenance, problem management, acceptance and fault management and tracking
•Logging the performed activities in specifically ticketing tools
•Remote integration and configuration of transmissions network elements
•Working for on-call schedule and night time
•2nd Level Assurance Support Activities
•2nd Level Incident Management
•Problem Management
•System Administration
Minimum Qualifications & Experience Requirements:
•General knowledge of one or more of: microwave(P-P,PMP), SDH/DWDM/DSL/ATM/FR/IP/ETH architectures & network topologies & standards
•General knowledge of transmission physical mediums: optical fiber, coax, twisted pair, air
•General knowledge of data networking technologies is a plus
•General knowledge of Core or RAN protocols & technologies is a plus
•General knowledge of UNIX or LINUX operating systems is a plus
Educational background
Master in science in electrical engineering (or bachelor degree and with relevant experience)
Preferred Qualifications & Experience Requirements:
•Proven operating experience on ALU micro wave links and Ericsson Mini Link Traffic Nodes is mandatory ( remote configuration, support, troubleshooting)
•Strong problem solving skills and analytical thinking
•Ability to work under stressful situations, meet tight deadlines and deliver services with high quality
•Excellent communication skills
•Knowledge sharing ability
•Service fulfillment
•Self-motivated
•Open minded
Problem Manager
Job TypeFull Time
QualificationBA/BSc/HND
Location Lagos
Job Field Engineering / Technical ICT / Computer
Scope
The purpose of this document is to provide a description of the role and responsibilities of the GSC Problem Manager.
Authority
The Problem Manager has the authority to request creation of cross-functional teams on a need by need basis in order to ensure the SLA fulfillment of the problem management activities and effective problem management process execution.
The Problem Manager has the authority to request process and tools changes (RFC) to the GSC Romania responsible teams in order to execute the problem management process as effective and efficient as possible.
Responsibilities
Is responsible for the complete process adherence and handling of problems according to SLAs/OLAs/WLAs
Is accountable for the delivery of Root Cause Analysis and problem resolution within given target duration
Is responsible for acting as an escalation point to expedite problem resolution
Is responsible for coordinating problem resolution involving internal support groups, vendors, suppliers, customers and managing any roadblocks
Ensures that necessary reports (e.g. RCA, reviewed Major Incident, etc.) are delivered
Ensures quality of Known Error record and the Knowledge Database
Coordinates with suppliers, contractors, 3rd parties, etc. to ensure timely problem resolution and contractual fulfillment and involves Supplier Management when necessary
Conducts Post Mortem Resolution Review of critical incidents and problems and supports the follow up of their activities together with Customer Operations Manager, Service Delivery Manager or MSIP Operations Assurance.
Ensures that Problem Management KPIs are reported and their targets met
Drive and facilitate identification of permanent solutions to eliminate the causes or workarounds to minimize the impact of incidents that cannot be prevented
Raise RFC for clearing known errors and solution is found and work closely with Change Management to ensure correct resolution for the raised changes
Monitor progress on the resolution of Known Errors and follow-up on the corrective actions implementations. Request Post Implementation Reviews is necessary.
Ensure all problem management activities are documented in Problem Management Tool and maintain updated records in the Known Error Database.
Proactive in identification of possible problems before incidents occur. In order to achieve this, alarms, tickets, incident trend analysis can be performed.
Track and communicate status of problem resolution efforts. Report RCA conclusions and support reporting activities.
Work closely with process teams to develop and maintain up to date Problem Management procedures and Job Aids
Ensure SLA Fulfillment for all the problem management related activities.
Develop and promote the effective functioning of problem management activities across all of GSC areas.
Work closely and support Incident Management process activities. Ensure the same categorization, impact and priority coding systems are used for effective and consistent communication in order to facilitate the trending analysis for proactive identification of problems.
Provide coaching to 1st and 2nd Level Assurance teams, support teams and business users on processes and problem tracking tools and tasks.
Deliverables
• Root Cause Analysis reports
• Problem Management Input in Major Incident Reports
• Known Errors
• Problem Management performance/governance reports
• Documented Problem Tickets
• Flexible and responsive to changing work patterns and demands.
• Demonstrated ability to quickly understand complex systems, holistic approach.
• Ability to work on many tasks simultaneously in a high-pressure environment
• Knowledge sharing skills by actively contributing knowledge, experience and skills to create a learning culture
• Continual Service Improvement approach
Professional profile
Soft skills profile
Self-driven, self-motivated, ambitious, effective, and efficient in customer service skills
Proven leadership skills in a high paced environment
Proven ability to build relationships and work across matrix teams, building consensus
Excellent analytical skills
Excellent documentation skills including high functioning use of MS Word, Excel, PowerPoint
Experience of Enterprise Level applications and infrastructures supported by IT teams.
Knowledge (accreditation) of the ITIL V3 framework
Good English communication skills, clear, concise, both verbal and written
Proven effective coordinator and facilitator skills.
Project Management knowledge would be a plus.
Education
Degree within Electrical Engineering/ Telecommunication Engineering/ Computer Science / Computer Engineering or equivalent
Mandatory requirements
• A minimum of three years of experience as 1st / 2nd Level Assurance Operations in an operations/services/technology environment.
• Good understanding of the Ericsson Service Delivery Processes for Managed Services and Hosting
• Good understanding of New MSTOP processes and definitions, of MSDP tools and of the MS Governance Model.
• Ability to track tasks, make assignments, and deliver on commitment dates.
• Effectively interact with various levels of management and customers
• ITIL Problem Management experience is a plus
• ITIL Foundation Certification is a plus.
• Good communication and reporting skills
• Competency in process development, execution, and administration
• Strong root cause analysis, problem solving, and analytical skills
• Knowledge of Telecom (Radio, Access, Core, Transport)
• Knowledge of IS/IT applications and software development lifecycles
• Project Management basic knowledge
Incident Manager
Job TypeFull Time
QualificationBA/BSc/HND
Experience 2 years
Location Lagos
Job Field Engineering / Technical ICT / Computer
OBJECTIVES OF THE JOB
• All Incidents are resolved as fast as possible, taking into full consideration the severity of the incident and the WLA requirements;
• Proper focus on the incident resolution is not taken away by non-incident related activities;
• Communication flow is effectively managed allowing Ericsson and the customer to make informed business decisions;
• Correct solution or most efficient work around for minimizing the negative impact on the customer's services is applied;
• Overall business risk is minimized;
RESPONSIBILITIES
• Manage Incidents 24x7 and ensure minimal disruption to the service and fast service restoration
• Act as a center focal point for all departments during incidents and coordinate between them to get the fast results
• Ensure an Action plan / Back Up Plan is created and focused on the restoration within SLA
• Ensure timely communication / information flow towards internal & external stakeholders
• Ensure that all required resources (resources, accounts, equipment) are available and up to date.
• Setting up of Technical & Management Bridge to facilitate communication during incidents.
• Manage and coordinate the escalated requests from Local Organization or internal stakeholders.
• Contribute to and maintain the existing repositories, with up to date technical documents, network diagrams, team structures, important OPI/procedures that show process adherence.
• Attend the required trainings and courses (technical and soft skills) to increase the current competence level.
• Promote Problem Management activities in 1st and 2nd level Assurance. Provide input and support the Problem Manager during initial investigations for root cause analysis.
• Ensure all ongoing activities are published in the Hand Over tool or any other dedicated tools that have this functionality. Provide accurate input for the Shift Reports.
• Implement and follow Ericsson compliant Business Continuity procedures and special events contingency plans.
• Attend to operational or governance.
COMPETENCE PROFILE
• Minimum of 2 years’ experience from Telecom or IT Industry. Previous IM experience in similar positions it’s a plus.
• The candidate should have knowledge of ITIL, eTOM or other industry practices related to Service Management and Lifecycle.
• The candidate should have knowledge of the WLA (Working Level Agreement) to be used for the specific customers.
• The candidate should show strong sense of urgency and take responsibility and be able to work under pressure.
• The candidate should have strong skills in leadership and communication
• The candidate should have knowledge of Ericsson: BSS, Service Layer, Core, Access – Service views and other vendors equipment where applicable
• The candidate should have high level Network Topology skills (GSM, WCDMA, LTE, IT, etc).
• The candidate should have knowledge of Infrastructure and customer tools connected to delivery.
• Availability to travel abroad.
EDUCATION
• Bachelor of Science degree in Telecommunications, Computer Information Systems or equivalent with minimum of 2 yearsof work experience.
LANGUAGE
• Fluent in written and spoken English
INTERPERSONAL SKILLS
• Result oriented
• Good skills in interpersonal communication
• Developed skills in knowledge sharing by actively contributing knowledge
• True customer mindset
• Strong analytical and organizational skills
• Ability to learn quickly
• Ability to work under strong pressure related to scale of business impact.
• Flexible and responsive to changing work patterns and demands
Method of Application
Deadline: Not Specified
Interested and suitably qualified candidates should click on preferred job titles to apply online.
2nd Level Operations Transmission Engineer
2nd level Operations LTE Engineer
Problem Manager
Incident Manager
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