Alcatel-Lucent Managed Services Delivery Engineer in Nairobi Kenya
Description: – Identify service degradations associated with network events and incidents; assess business impact, isolate root causes, and initiate corrective actions. Coordinate Services activities to deliver corrective equipment and site maintenance based on the severity or type of event. – Provide prompt and appropriate follow-up with regular feedback to customers in relation to on-going issues. – Generate reports on network performance, trouble-shooting results and routine maintenance of network elements for tracking purposes and learning opportunities. – Ensure only authorized sub-contractors, external companies, field services, Technical support operations and/or other parties have access to the network components. – Provide feedback and recommendation for Operations Support Systems (OSS) Tools improvements, regarding process flows, event management and correlation. – Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus. – Create an environment in which customers will be encouraged to take further steps to increase the business with ALU (up-scope). – Represent requirements for project-specific processes & tools. – Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process. – Act as a Certified Outage Technical Manager (COTM) during system outages and high impact issues. – Provide installation support for recovery of existing or development of new services. – Ensure knowledge is maintained within the knowledge database and update as required. – Continue to support first line functions with the identification and resolution of incidents. – Continue to maintain and correlate teh knowledge base related to the network.
Qualifications: Functional Skills:
- Able to work in a multicultural environment, across different countries or organizations
- Adaptability
- Change Management
- Communicate clearly and concisely
- Customer focus
- Managing execution
Technical Skills:
- Knowledge of NOC/GNOC processes (e.g.; incident restoration, network change management, …)
- Knowledge of NOC/GNOC tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools
- Broad Multi-Vendor Product knowledge
- Business case development skills
- Engineering background or equivalent experience
- Experience in Incident management & coordination
- Experience in Maintenance, Network Operations and/or Technical Support activities
- Experience in telecom technical domains
- Knowledge of e-2-e Service Assurance Operating Model
- Knowledge of proactive & preventive maintenance strategies, tools and techniques
Job: Networks Operations
Primary Location: Europe, Middle East, Africa-Kenya-Nairobi
Schedule: Full-time
Req ID: 15000000UL
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