Service Engineer

Employment Type:
IT Jobs
Job Role:
Service Transition Jobs
Mobile Jobs
Job Ref:

Key responsibilities:

•Analyze the performance of the network while maintaining high level of customer satisfaction by providing services fully compliant with the Service Level Agreements (SLA) and minimizing impact on customer service.

•Conduct trend analysis of customer networks in order to identify over-utilization of assets, ineffective traffic routing, inappropriate traffic priority, the root cause of repetitive incidents, single points of failure, and other configuration weaknesses that detract from the performance of customer networks.

•Address performance issues according to customer-defined procedures and ensure their successful implementation in the network by creating Requests For Change (RFC) according to customer-defined procedures. If appropriate, participate on RFC review boards in order to approve planned activity.

•Commission preventative maintenance activities needed to keep customer networks running at optimal levels.

•As needed, provide real-time support to the resolution of major outages.

•Ensure the networks are optimized and running at customer agreed performance targets.

•Improve the use of auto-alarm correlation in order to minimize the number of alarms managed by Network Analysts and Network Service Restoration Engineers

•Define events/alerts within Performance Systems to trigger Incident Management process for performance issues.

Key qualifications for the role:

Organizational awareness
Technical and Professional Expertise
Planning and organization
Analytical thinking and problem solving
Conceptual thinking
Technical/Business insight and judgement
Internal customer focus
Relationship building
Interpersonal skills
Team work and co-operation
Communication skills
Results orientation
Initiative and pro-activity
Specific additional information:

At least 1 year GNOC experience
fluently English (writing and speaking)
fluently French (writing and speaking)

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