Assure Support : OSS/ENIQ Competence at Swiz-tech Nigeria Limited

Description

MMEA Regional Support Center has the mission to provide higher competence support services in the region. It will have the mandate to lift up customer’s confidence and dependability in Ericsson technical support organization, by creating an outstanding business value. RSC will have a prime focus on improving the following:

• Customer satisfaction
• Network performance
• Cost reduction
• Performance and Quality enhancement
• Incident Prevention
• Root Cause Analysis
• Hot and Critical issue handling
• Mentoring RSSA engineers

Job Purpose
We are looking for senior and experienced engineers, with a right Customer Support mindset, proactive approach and right competence to troubleshoot and solve technically complex and network issues.

Main Responsibilities include:

• Project support during implementation.
• End of Support product CSR handling
• Handle Hot and critical issues.
• Perform RCA of Emergencies that occur in RSSA customers.
• Network Audits.
• Reduce Long Duration Emergencies.
• Work as a good team member in a group of highly competent and skilled engineers.
• Team player.
• Proactive approach.
• Assumes work responsibility by being flexible.
• Able to manage high work load periods.
• Able to write technical procedures.
• Suggest improvements in ways of working and ways of cooperation.

Required Technical Competencies:

• Hands on experience with various products in the Telecom Management Services (TMS) Domain.
• At least 5-6 years experience, with in-depth troubleshooting skills on OSS-RC platform.
• At least 5-6 years of experience in a customer support environment.
• Ability to independently deal with complicated technical issues and problems.
• Advanced knowledge of Sybase database, any other database knowledge like Oracle, MySQL would be a plus
• Advanced knowledge of VERITAS file system and the ability to vxfs implementation on the OSS-RC platform.
• Advanced knowledge and understanding of Ericsson’s OMBS implementation and ability to create backup policies of new servers.
• Advanced knowledge and understanding of Ericsson’s Business Objects implementation and ability to create/modify BO reports for the customer
• In-depth understanding of the PM functionality of the OSS-RC and its implementation using QNIQ and highly developed skills of tracing and troubleshooting PM related issues across the nodes.
• In-depth understanding of FM functionality of OSS-RC and the ability to troubleshoot the FM related issues
• In-depth understanding of the CM functionality of OSS-RC and ability to troubleshoot issues related to CNA, BSM, CHA, OPS, CEX, ARW etc.
• Advanced troubleshooting skills in RNO related components of OSS-RC
• Advanced troubleshooting skills on Ericsson Multi-Activation platform (EMA)
• Advanced troubleshooting skills on Ericsson Multi-Mediation platform (EMM)
• Will be a plus, if you have experience in Installation, Implementation, Commissioning and Testing of Ericsson OSS-RC and ENIQ nodes and highly developed HW and SW troubleshooting skills on these nodes.
• Knowledge on various technologies supported by Ericsson. (E.g. UMTS, GPRS, EDGE, WCDMA, GSM etc).

General Skills:

• An SME who is able to interact with the CNS organization to understand and clarify customer issues and work with PLM organization for advanced troubleshooting and trouble reports.
• Experience on Customer Support Tools like SMS, KCS, MHWeb.
• Excellent Communication skills required (Both written and oral).
• Understand Ericsson's customer support processes, knowledge of Ericsson structure.
• Highly motivated and good team player.
• Must have consultative skills, share knowledge.
• Motivated to mentor and coach team members.
• Ability to work under strong pressure related to scale of business impact.
• Ability to develop and give effective presentations within own unit.