Associate Fault Management

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 b Subfamily Description b 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

HOW YOU WILL CONTRIBUTE AND WHAT YOU WILL LEARN

Performs routine tasks within standardized procedures and practices with regular supervision to achieve objectives and meet deadlines 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 and provide possible solutions For routine situations decides and performs a range of actions to resolve abnormalities through knowledge and technical experience Supports technical and procedural improvements in same function for teams of Service Operators Fault Incident Problem management and Configuration Change Management Receives instruction, guidance and direction from others while using own knowledge and existing procedures to solve standard problems

Qualifications

Impact

Accountable for quality and accuracy of own output Errors may have limited impact on function project customer Delivers own output according to specific operational targets

Scope Contribution b Individual Contributor Participates as individual contributor to team, usually in a support role or entry level professional Semi routine or standard tasks Decision making limited to standard applications in own work Managerial Supervisory

Innovation

Most work carried out according to procedures Operates within guidelines for non standard situations Requires supervision and coaching from SLM or peers Gathers relevant information to support problem solving and decision making

Communication

Obtains and provides information to external or internal parties Communicates information within the team in an understable way Sometimes requires ability to influence team members of own job area on policies, practices and procedures

Understand facts, practices, policies, etc to external and internal parties

Knowledge Experience

No experience required Basic educational knowledge Degree or equivalent