Beschreibung
Job Description:
- Familiar with mobility and have some basic understanding of IMS/SIP signalling.
- The primary task is to manage the incident flow, whether this comes in from the customer's service desk or as alarms from the element management systems.
- The resources will be secured cleared, operational ready (training on processes, tools and interlocks with Tier-2/Vodafone/Cisco/Mavenir/Oracle, Runbook readiness)
- The team will be 24x7 monitoring the VoLTE Vodafone tools and element managers, and doing incident and problem management in case of an event.
- It's required that they are able to do the first triage and escalate to the L2 team when necessary
- It's required that this team is able to interlock with all the VoLTE architecture support vendors in case a ticket needs to be open on their systems.
Processes and components:
- Event & Incident Management Process - 24x7:
- Oracle Service Delivery Manager
- Mavenir mView EMS
- Mavenir mView CMS*
- Customer Ticket System (Remedy)
Incident Management:
- Support investigation and resolution of incidents across L1 and L2 support that affect the availability of components under interim management.
- Co-ordinate with Tier 2 support functions from different stakeholder groups in diagnosis and resolution of cross-functional issues that impact VoLTE availability.
- EPC Operations
- Telco Cloud Operations
- LTE/3G/2G Network Operations
- Customer field services
- Engage 3rd level vendor support in the diagnosis and resolution of feature functionality, interface or performance issues impacting availability of VoLTE components.
- Execute service restoration processes in response to events in the Telco over Cloud environment that disrupt the operation of VoLTE components.
- Issue notifications to vested stakeholders of progress throughout the life cycle of an incident.
- Escalate issues in line with operational level agreements and escalation paths