IPM Engineer (8+ years experience)

Stockholm  ‐ Onsite
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Description

IPM Engineer (8+ years experience)

  • Incident and Problem Management (IPM) Engineer has overall responsibility to fulfil contractual incident SLA towards customer and associated financial targets (Credits/Debits).
  • IPM Engineer is SPOC for the incident from all interfaces- Telenor, 3GIS, Huawei, Third parties.
  • IPM Engineer has responsibility to setup the emergency and crisis teams at severe network fault situations and shall lead and manage to network restoration process, reporting and lessons learned reporting.
  • Establish and set up the war room or telephone bridge for quicker resolution of the service.
  • Manage coordination between different Back Office organizations, Telenor and third party involved in incident.
  • Responsible for Incident reports (IHR) to be shared with Telenor/3GIS within 2 days.
  • Responsible for sharing the RCA when requested from Telenor/3GIS within 7 days.
  • IPM Engineer should be overall responsible for problem management. Setup of problem investigations, drive regular reporting, information to customer etc.
  • Responsible for managing coordination between problem resolving BO units, Third party and Telenor/3GIS.
  • Performance management and daily/regular PM analysis of the network KPIs and service delivery KPIs.
  • Daily tracking of all the problem tickets and progress towards closure. Handling of network quality issues that cannot be pinpointed to specific technical areas. Drive quality and network problem investigations and proactively drive quality initiatives to secure robust operations and network performance.
  • Responsible for managing escalations for incidents and problem management.
  • Establish and manage the organization of Back Office Managed service delivery organization, including driving and handling of requirements of management, technical staff and 3rd parties.
  • To ensure that for service restoration the security or quality guideline are followed strictly.
  • Development and setup of Business Continuity Plans and ongoing development of such plans.
  • Drive and lead Problem Management investigations and other quality investigations in the Network or for the Service delivery
  • Drive and establish tests and verifications of the robustness of the operations
  • Setup and develop necessary functions and support functions for Incident Management and BCP for the MS Operations
Start date
ASAP
Duration
6 months
From
First Point Group
Published at
01.11.2013
Project ID:
621562
Contract type
Freelance
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