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Purpose of Job Profile
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The Domain Support Specialist role is responsible for the technical capability in Automated Operations running of Services. This includes diagnosis, fast domain support, routine resource fulfillment, (on site) technical support, the coordination, management and execution of proactive and reactive maintenance activities and implementation of change request. Focus on the allocation, implementation, configuration, activation and testing of specific services or resources.
Responsibilities & Outcomes
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General Responsibilities
- Act as the escalation point for activities demanding a level of technical expertise as a 24/7 capability hosted in Automated Operations.
- Actively monitor ticket queues to ensure timely response to tickets
- Out of business hours, Domain Support Specialist is triggered on the on call phone by Automated Operations.
- Focused on improvement of automated recovery.
- Escalation support for Service surveillance and (on-site) service.
- Ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
- Perform analysis to proactively detect possible failures. This shall ensure incident restoration and repair as a result of its own analysis or when prompted by Automated Operations processes.
- Act to meet the service or resource requirements, in the cases in which an overall and higher-level network knowledge is required or when knowledge on specific products or services is required
Domain Support Activities:
- Change Introduction impact analysis
- 1st Level Preventive Maintenance Definition & Coordination
- Perform Routine Maintenance (Selected Systems) and access database audit
Incident Management Support 24x7
- Incident Resolution
- Initiate 3rd Level Functional Escalation
- Field Maintenance Corrective Maintenance Execution Support
- Request (On-site) Services
- KPI Analysis
- Problem Management Initiation
- Incident Cause Identification and Report
- Supplier/Partner Incident Interaction
System Administration
- Database Maintenance
- Application corrective and conditioning tasks Execution or Coordination
- Support Server / Applications Interconnections
- User Access management and user reconciliation
Service Resource Fulfilment activities
- Change Introduction impact analysis Support for basic CM Activities
- New or Enhanced Service & Resource Acceptance
- Fulfilment WO Post-implementation support
- Change Execution for basic CM activities
Problem Management of customer offerings
- Problem Recording
- Problem Investigation & Diagnosis
- Work-around proposals
- Problem Solution proposal
- Proactive Problem Identification
- Supplier/Partner Problem Interaction
Customer Experience Resolution
- Customer Experience Resolution and Analysis
- Drive improvement initiatives and insights based on Report Analysis
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: Montenegro (ME) || Pogdorica
Req ID: 781198
