Shift Lead- Incident Manager
Location: Jl. Dr. Ide Anak Agung Gde Agung Block 6.2, Jakarta Special Capital Region ID
Notice
Job Number: 5876
External Description:
Our Exciting Opportunity:
Ericsson Indonesia is growing! We are now looking for an experience Shift Lead that will be responsible for the coordination, management, execution and reactive shift lead activities within the Fault Management team. This person shall ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
**To be considered for this role you must be able to work across all of the following shifts on a roster basis: 7am-4pm, 2pm-10pm, 10pm-7am**
Responsibilities:
- Act as function lead within a team responsible for conducting monitoring to raise tickets and resolve network issues
- Ensure staff fulfill their shifts and are performing their duties
- Proactively lead the shift, ensuring technical issues get solved, and key internal and external partners remain informed
- Support the team and technical lead with strong cross domain experience
- Identify what working effectively and where there are opportunities for improvement
- Work with different stakeholders (customer and internal staff) and the broader team to efficiently resolve issues
- Manage escalations with a high degree of competence and confidence
- Ensure that tickets raised are resolved within SLA’s
- Drive outcomes and have ownership if there is an incident – reduce down-time on the network, engages with concerned/impacted parties, informs stakeholders, etc.
To be successful in the role you are;
- Bachelor level, in engineering (IT, Telecom) or excellent telecom networks knowledge
- Ideally cross-domain knowledge across Transmission, IP, RAN, Packet Core, etc
- Experience in Multi-vendor environment and holistic view of technologies is highly desirable
- Minimum 8 years’ experience
- Must have prior fault management experience and domain experience
Additional Requirements;
- Knowledge of Managed Service telecom operations practice
- Knowledge sharing and collaboration skills
- Delivering results & meeting customer expectations
- Working with people
- Creating & innovating
- Applying expertise & technology
- English and local language proficiency
Job Number: 5876
Community / Marketing Title: Shift Lead- Incident Manager
Location_formattedLocationLong: Jl. Dr. Ide Anak Agung Gde Agung Block 6.2, Jakarta Special Capital Region ID