Description
Network Services Operations, Advanced Tier1 support - NL/FR/EN
The organization of the team is divided in different levels:
Tier1: mainly accountable for preventive maintenance, first line troubleshooting and configuration changes based on work-order. These tasks have to be done for all the applications supported by the team.
Tier2: accountable for a few applications supported by the team: accountable for the stability and quality of the application and of the end to end service, procedures and documentations, support Tier1 for complex request or incidents, manage problem mgt and performs project follow-up for the projects impacting the application s/he is accountable for.
Tier3: accountable for follow-up of complex projects, tasks or processes impacting many applications of the team, provides general support to Tier2, manage major releases (CRCs) Service level management is also part of the Tier3 level.
The advanced Tier1 is a mix of Tier1 activities (85% of the work) with Tier2 accountabilities for not critical applications. He/she will report to his line manager and he/she will have the following responsibilities:
Incident & Problem Mgt
- 1st line troubleshooting for all the applications supported by the team
- 2nd line troubleshooting and problem mgt for some specific applications
Maintenance: service availability/quality
- Perform the preventive maintenance for all the applications supported by the team
- Trigger process enhancement (mainly related to Tier1 activities)
- Provide support to the application owner to explore the functionality and features of the platform in order to continuously improve the platform and service availability and quality.
Projects & upgrade
- Provide support to the Tier2 for a smooth implementation of projects and upgrade
Collaboration
- With team members to ensure the right prioritization of the messaging tasks.
- With other operational teams to ensure the best service availability and quality.
- With the Network Operations Centre to ensure that services are properly monitored.
- With engineering team for problem management.
Processes & Team
- Participate actively in the definition and implementation of procedures, specifications and trouble-shooting routines for messaging operations to have a high quality routine work, to reduce mean resolution times and to increase service availability.
- Participate actively in the messaging environment that encourages creativity, preventive and professional behaviour, skill building and sense of quality and responsibility by among others coaching team members, share ideas, propose new processes
Specific knowledgeEducation
Bachelor in Telecommunications/Computer Science or equivalent by experience.
Experience
Several years of experience in telecom/IT environment is required
Experience in one operational environment is required
Experience in one mobile company is a strong asset
Skills/expertise
Languages
English is a must. French and/or Dutch is appreciated.
Technical knowledge (deep technical expertise is not required)
Unix environment, commands and Scripting
Databases & SQL commands
Telecom and IT networks protocol/language (ex: SS7 signalling, TCP/IP, IP Routing, SMPP, HTTP, XML, J2EE, FTP )
WebLogic, TIBCO, VMWare
Knowledge of the flows used for SMS is an added value.
Competences
Open, pragmatic and results-oriented; good verbal and written communication skills; good analytical skills (analysing problems, suggesting solutions); able to work autonomously; committed to quality; excellent team worker, positive and creative; pays attention to details
Working location/hours
Brussels: office hours + 'Planned on call' (member of the guard team which provides support for critical incidents)