Fault Management Engineer

at  Nokia

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, optimising, 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.

• Autonomously performs tasks with a moderate level of guidance but within defined procedures / guidelines :Monitors alarms & does 1st level analysis for fault, incident and problem management; dispatches Trouble Tickets & Schedule Change Requests, ensures progress of all Trouble Tickets, monitors Trouble Tickets and ensure escalation requirements and follow-up,ensures the Trouble Ticket system is updated at all handover points,ensures all Change Requests are completed. supports process improvements,supports fault, incident & problem management tool development feedback.
• Undertakes function through analysis of status or performance indicators makes independent judgments, decisions and recommendations and solves a range of individual or commonly recurrent abnormalities through knowledge and technical experience.
• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer’s organization for individual incidents, problems, changes or risks.
• Provides informal guidance and support to new team members with regard to the procedures to follow and the specific tasks required to perform the job effectively..
• May coach and provide on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a “shift” leader of multiple functions, particularly where the function is performed on a 24x7 basis, .
• May monitor the set of CR’s received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritization of work and / or engagement of additional temporary resources..

KNOWLEDGE & EXPERIENCE

specialised or broader knowledge of theory and principles within a professional discipline. Typically 1-2 years directly related experience and a graduate equivalent degree.

• Autonomously performs tasks with a moderate level of guidance but within defined procedures / guidelines :Monitors alarms & does 1st level analysis for fault, incident and problem management; dispatches Trouble Tickets & Schedule Change Requests, ensures progress of all Trouble Tickets, monitors Trouble Tickets and ensure escalation requirements and follow-up,ensures the Trouble Ticket system is updated at all handover points,ensures all Change Requests are completed. supports process improvements,supports fault, incident & problem management tool development feedback.
• Undertakes function through analysis of status or performance indicators makes independent judgments, decisions and recommendations and solves a range of individual or commonly recurrent abnormalities through knowledge and technical experience.
• Liaises, and takes leadership from an MS real-time and day-to-day, end-to-end delivery perspective, with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer’s organization for individual incidents, problems, changes or risks.
• Provides informal guidance and support to new team members with regard to the procedures to follow and the specific tasks required to perform the job effectively..
• May coach and provide on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a “shift” leader of multiple functions, particularly where the function is performed on a 24x7 basis, .
• May monitor the set of CR’s received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels, including through the re-prioritization of work and / or engagement of additional temporary resources.