Incident Manager | Kalgoorlie, WA location


 


Incident Manager | Kalgoorlie, WA location


What does your future look like?


We are on the brink of the Networked Society – a technology revolution that will change the world for good through instant global connections and expanded freedom and opportunity.


 


Ericsson is a world leader in the rapidly changing environment of communications technology – providing equipment, software and services to enable transformation through mobility. Headquartered in Stockholm – Sweden, Ericsson is a publically listed company with more than 115,000 employees


More than 180 countries use Ericsson equipment and more than 40 percent of the world’s mobile traffic passes through Ericsson networks. Technology is at the heart of our business. Ericsson engineers, researchers and scientists around the world are working on what’s next in information, communications and telecommunications (ICT).


 


A connected world is just the beginning. Your passion determines what comes next! Apply your ideas and insights to empowering people, business and society.


 


Come and discover what makes YOU + ERICSSON a powerful combination


 


We welcome the opportunity to meet you!


 


//www.ericsson.com/careers


 


Job Summary:


We are now looking for a Second Level Operations Specialist that will be responsible for the coordination, management, execution and reactive maintenance activities that require a higher level of support than offered by the 1st level Operations. This person shall ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.


 


Responsibilities:


You will help with Assurance support activities


  • Incident management
  • You will assist with Problem management
  • System administration
  • And you will work with Billing operations

     

Key Qualifications:


  • Position is located in Kalgoorlie/Binduli, Western Australia
  • Bachelor level, in engineering (IT, Telecom) or  
  • 3-5 years’ experience of deploy system test and lead testing team. 
  • ISEB/ISTQB software testing qualifications would be an advantage 
  • 2nd Level Assurance Support Activities
  • 2nd Level Incident Management
  • Problem Management
  • System Administration
  • 2nd Level Billing Operations
  • Maintaining Integrity Of Gateway/TTAC Equipment & 1st Level Fault Resolution

 


Main Activities:


  • Action Trouble Tickets associated with NOC customers to ensure fault clearance performance within SLA timeframe.
  • Provide on-call support after hours and be able to join technical bridges as required.
  • Restore service; perform corrective action on time as per customer SLA.
  • Escalation of faults to vendor as required – hardware replacement, software bugs.
  • Provide support for infrastructures within the Satellite Earth Stations and Data Processing Centres.
  • Development of operational procedure/processes based on customer requirements
  • Develop and maintain job aids to support Field teams and Front office teams.
  • Develop and provide on-going updates on preventative maintenance procedures. 
  • Continuously innovate, improve and automate routine tasks.
  • Produce both regular and ad hoc reports on key performance indicators (KPIs).
  • Develop & perform ATP (acceptance test procedures) on new equipment/sites integrated in the network.
  • Provide semi-formal training and mentoring both within and outside of the team.
  • Assist in the development of the team, both technically and culture.
  • Complete Network Outage Reports (NOR) & Service Incident Reports (SIR)
  • Perform upgrade and integration work, incorporating writing up the upgrade plan.
  • Ability to travel interstate at short notice
  • Provide input to AOP forecasting
  • Develop techniques to trend data to identify network problems and to develop processes for network improvement.
  • Managing and tracking tasks within and outside of the team.

 


Key Skills:


  • Action Trouble Tickets associated with NOC customers to ensure fault clearance performance within SLA timeframe.
  • Provide on-call support after hours and be able to join technical bridges as required.
  • Restore service; perform corrective action on time as per customer SLA.
  • Escalation of faults to vendor as required – hardware replacement, software bugs.
  • Provide support for infrastructures within the Satellite Earth Stations and Data Processing Centres.
  • Development of operational procedure/processes based on customer requirements
  • Develop and maintain job aids to support Field teams and Front office teams.
  • Develop and provide on-going updates on preventative maintenance procedures. 
  • Continuously innovate, improve and automate routine tasks.
  • Produce both regular and ad hoc reports on key performance indicators (KPIs).
  • Develop & perform ATP (acceptance test procedures) on new equipment/sites integrated in the network.
  • Provide semi-formal training and mentoring both within and outside of the team.
  • Assist in the development of the team, both technically and culture.
  • Complete Network Outage Reports (NOR) & Service Incident Reports (SIR)
  • Perform upgrade and integration work, incorporating writing up the upgrade plan.
  • Ability to travel interstate at short notice
  • Provide input to AOP forecasting
  • Develop techniques to trend data to identify network problems and to develop processes for network improvement.
  • Managing and tracking tasks within and outside of the team.

 


Why Ericsson?


Ericsson offers a truly global company, with a diverse, performance-driven culture, an innovative and engaging environment and opportunities to work across borders. Our employees live our vision, core values and guiding principles – sharing a passion to win and a high responsiveness to customer needs that in turn makes us a desirable partner to our clients.


 


In Australia, we are known for delivering “World-1st” projects for Australia’s largest and most renowned telecommunications carriers. This is a chance to play a critical role in the success of the Ericsson organisation in Australia, whilst providing you with a fantastic career development opportunity and the chance to work alongside the brightest minds in our industry.


 


We invite you to join our team as we work together to solve the world’s biggest challenges.


 


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We will not be providing a work permit/visa for this position


 


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.


 


Please Note: We are only interested in applications from individuals and are not interested in any speculative calls or submissions from Recruitment Agencies.


 


 

 


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Primary country and city: Australia (AU) || || Perth, 250 St Georges Tce || 21090


 





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