Provides Level 2 support for customer-facing services, including monitoring, incident and ticket management, preventive maintenance, troubleshooting, change management, upgrades, testing, data recovery, scripting, automation, documentation, and on-call support. The role also performs trend analysis, coordinates SLA compliance, supports knowledge transfer, mentors colleagues, and collaborates with customers and internal teams.
Our great opportunity!
We are looking for a professional to join our great team. In this role you will be responsible for coordinating, supporting, managing, and executing Level 2 proactive and reactive maintenance activities. The role plays a key part in ensuring the continuous availability, and optimal performance of customer-facing services, while maintaining compliance with agreed Service Level Agreements (SLAs).
Responsibilities:
• Performing continuous service, status and performance monitoring to proactively detect possible failures and act upon them to ensure 2nd level restauration and recovery• 1st Level Collaboration and support by performing activities, but not limited to: instructions /procedures creation• Daily preventive checks on the systems in scope• Ticket handling by: Constantly check ticketing queues, take the tickets in charge and act upon them in the agreed Service level agreements (SLA)• Solve claims received via email by: Checking emails constantly, take them in charge and act upon them in the agreed SLA.• Keeping a positive attitude towards counterparts and provide constructive feedback, detailed activity explanations when asked.• Communicating task execution status and progress and inform proactively whenever a blocking point or imminent delay is foresee• Business/Application analysis, defect management, data cleanings installation, testing (depending on application) and execution. e2e checks within delivery scope• Trend and data analysis and 2nd Level problem management activities (proactive and reactive)• Change Management activities. Involvement in necessary planned works (where some of them might be scheduled outside business hours - which must be approved by line manager). Assures support during systems and applications upgrades and installations during User Acceptance Tests, performs sanity checks. Gather business understanding from the documentation related to the releases. Insert the impacts correctly and in time.• Incidents lifecycle by: Taking in charge the incidents in the times agreed in the SLA.• Ensuring the resolution times are not exceeding the agreed SLA.• Ensuring the service/data recovery following the restauration.• Scripting, automation and optimization activities according to the delivery needs• Creates and reviews documentation related to the 2nd Level activities performed. Uploads documentations and procedures on the internal collaboration sites, creates and sends activity reports upon request and participates in the governance meetings• Offers oncall support outside business hours Ensures a proper handover towards the oncall during business hours• Contributes in mentoring and training new people in the team• Participates in Knowledge Transfer activities (also on customer premises)• Constantly improves the level of domain knowledge by self-learning and by available trainings assigned or not by the line manager• Establishes and maintains an organizational climate that encourages the individual development and a high level of morale among the team.
Requirements:
• Bachelor level in engineering (IT, Telecom) • Hands on Unix/Linux OS command line experience
• Infra Cloud knowledge• Shell (sh) scripting experience or other scripting languages - medium level• SQL - PL/SQL code troubleshooting/debugging experience - basic level• Fluent in English (spoken and written)• Other competences: team work, communication, attention to details, problem solving attitude, ability to work in a dynamic environment.
Perks:
We understand that your happiness and success go hand in hand. That's why we have a wide array of employee benefits and perks that not only cater to your needs but extend their warmth to your family. We are a workplace that embraces the value of work-life balance, where your personal life is revered and respected. Our innovative work environment is designed to be hybrid, family-friendly, and flexible, ensuring you have the freedom to thrive in both your professional and personal spheres.
Here are some of our benefits:
• 25 + vacation days and additional 2 days off per year for personal time
• Flexy time and hybrid ways of working, with additional support for home office from the company
• Medical subscription for you and your close family
• Life and accidents insurance coverage
• Flexible benefits monthly budget and 1000+ offers to choose from (gym, meal vouchers, travel, pension, retailers vouchers, personal development classes, gifts and many others)
• Short and long term variable pay plans available company wide.
Other programs:
• rewards and recognition program to appreciate and be inspired by others
• refer a friend and choose to work with those close to you
• internal communities of CSR Volunteers and sports teams
• Learning platforms and programs to develop your skills, as well as curated external content from various libraries.
Why join Ericsson? At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Romania (RO) || Bucharest
Req ID: 794318
We are looking for a professional to join our great team. In this role you will be responsible for coordinating, supporting, managing, and executing Level 2 proactive and reactive maintenance activities. The role plays a key part in ensuring the continuous availability, and optimal performance of customer-facing services, while maintaining compliance with agreed Service Level Agreements (SLAs).
Responsibilities:
• Performing continuous service, status and performance monitoring to proactively detect possible failures and act upon them to ensure 2nd level restauration and recovery• 1st Level Collaboration and support by performing activities, but not limited to: instructions /procedures creation• Daily preventive checks on the systems in scope• Ticket handling by: Constantly check ticketing queues, take the tickets in charge and act upon them in the agreed Service level agreements (SLA)• Solve claims received via email by: Checking emails constantly, take them in charge and act upon them in the agreed SLA.• Keeping a positive attitude towards counterparts and provide constructive feedback, detailed activity explanations when asked.• Communicating task execution status and progress and inform proactively whenever a blocking point or imminent delay is foresee• Business/Application analysis, defect management, data cleanings installation, testing (depending on application) and execution. e2e checks within delivery scope• Trend and data analysis and 2nd Level problem management activities (proactive and reactive)• Change Management activities. Involvement in necessary planned works (where some of them might be scheduled outside business hours - which must be approved by line manager). Assures support during systems and applications upgrades and installations during User Acceptance Tests, performs sanity checks. Gather business understanding from the documentation related to the releases. Insert the impacts correctly and in time.• Incidents lifecycle by: Taking in charge the incidents in the times agreed in the SLA.• Ensuring the resolution times are not exceeding the agreed SLA.• Ensuring the service/data recovery following the restauration.• Scripting, automation and optimization activities according to the delivery needs• Creates and reviews documentation related to the 2nd Level activities performed. Uploads documentations and procedures on the internal collaboration sites, creates and sends activity reports upon request and participates in the governance meetings• Offers oncall support outside business hours Ensures a proper handover towards the oncall during business hours• Contributes in mentoring and training new people in the team• Participates in Knowledge Transfer activities (also on customer premises)• Constantly improves the level of domain knowledge by self-learning and by available trainings assigned or not by the line manager• Establishes and maintains an organizational climate that encourages the individual development and a high level of morale among the team.
Requirements:
• Bachelor level in engineering (IT, Telecom) • Hands on Unix/Linux OS command line experience
• Infra Cloud knowledge• Shell (sh) scripting experience or other scripting languages - medium level• SQL - PL/SQL code troubleshooting/debugging experience - basic level• Fluent in English (spoken and written)• Other competences: team work, communication, attention to details, problem solving attitude, ability to work in a dynamic environment.
Perks:
We understand that your happiness and success go hand in hand. That's why we have a wide array of employee benefits and perks that not only cater to your needs but extend their warmth to your family. We are a workplace that embraces the value of work-life balance, where your personal life is revered and respected. Our innovative work environment is designed to be hybrid, family-friendly, and flexible, ensuring you have the freedom to thrive in both your professional and personal spheres.
Here are some of our benefits:
• 25 + vacation days and additional 2 days off per year for personal time
• Flexy time and hybrid ways of working, with additional support for home office from the company
• Medical subscription for you and your close family
• Life and accidents insurance coverage
• Flexible benefits monthly budget and 1000+ offers to choose from (gym, meal vouchers, travel, pension, retailers vouchers, personal development classes, gifts and many others)
• Short and long term variable pay plans available company wide.
Other programs:
• rewards and recognition program to appreciate and be inspired by others
• refer a friend and choose to work with those close to you
• internal communities of CSR Volunteers and sports teams
• Learning platforms and programs to develop your skills, as well as curated external content from various libraries.
Why join Ericsson? At Ericsson, you'll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of what's possible. To build solutions never seen before to some of the world's toughest problems. You'll be challenged, but you won't be alone. You'll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply? Click Here to find all you need to know about what our typical hiring process looks like.Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Romania (RO) || Bucharest
Req ID: 794318
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