Dedicated Problem Manager
- القاهرة
- دائم
- دوام كامل
- Identifies trends and potential problem sources by reviewing Incident and problem analysis.
- Open chronic and problem records based on ITIL definitions, monitor and track the progress until closure
- Work with all internal technical teams, service management and external stakeholders like customer, 3rd party “vendors and carriers”
- Follows up issues and progress with problem owners where necessary
- Prevents the replication of problems across multiple systems
- Drive all problems towards root cause identification and permanent fix
- Responsible for publishing Known-Errors discovered during problem investigation.
- Responsible for creating or suggesting RFC for permanent resolution of identified known-errors.
- Maintains inventory of problems under analysis and their current progress by updating a problems tracker as well as KEDB
- Produces periodic problem management reports in addition to any related information requests by customer, account team or management.
- Problem manager creates and discuss the technical content of RCA report, with all SMEs
- Good time management, and organizational skills
- Good interpersonal and communication skills
- Proactive, self-motivated and determined attitude
- Problem solving & Data analytical skills
- Good presentation skills
- Good negotiation skills
- Customer Oriented Attitude
- Ability to work on out of business hours, based on customer requests
- Fluent in both spoken and written English
- Team Spirit
- Bachelor degree in telecommunications field
- CCNA certified is a must
- ITIL Certified is preferred
- CCNP knowledge is preferred
- 3+ years’ experience in a service provider network environment
- Single point of contact for one or more problems
- Responsible for ownership and coordination of actions of those problems
- To analyze root cause, identify Known Error and coordinating actions to fix the error.
- To review the Problem Trends and Planning and Driving Improvement Plan
- To be proactive in identifying problems, analyze and recommend Service Improvement plans with the possible solutions obtained from technical teams.