Purpose of the role
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. Focus on the allocation, implementation, configuration, activation and testing of specific services or resources.
Key Responsibilities
- Responsible to act as the escalation point for activities demanding a level of technical expertise as a 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.
- The role is focused on improvement of automated recovery, and offers escalation support for Service surveillance and (on-site) service.
- Responsible to ensure that the services provided to customers are continuously available and performing to Service Level Agreement (SLA) performance levels.
- Responsible to 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 MS Automated Operations processes.
- Perform Change Introduction impact analysis, 1st Level Preventive Maintenance Definition & Coordination and Perform Routine Maintenance (Selected Systems) and access database audit
- System Administration responsibilities: 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
- Support Problem Management of customer offerings: Problem Recording, Problem Investigation & Diagnosis, Work-around proposals, Problem Solution proposal, Proactive Problem Identification, Supplier/Partner Problem Interaction
Authority
- Access to all necessary information to carry out the assigned responsibilities effectively and in-line with company directives
Candidate Prerequisites (experience expected)
Qualification and Industry Experience
- Qualifications: Degree in Engineering preferably, in Electronics, Computer science, Telecommunication or equivalent
- Required Experience: Similar role as support and monitoring activities in 5G or LTE elements.
Technical competencies
- Understanding of Network Architecture in technologies of 4G & 5G
- Mobile Telecommunications knowledge with telephony switching principles, transport networks, access networks, traffic concept, telecommunication networks & signaling, voice and data flows, value Added services
- KPI Analysis
- Analytical and synthesis capabilities
- Solid knowledge of operation and troubleshooting of multivendor telecommunication equipment’s
- Understand Machine Learning, Artificial Intelligence & Cloud technologies
- Working knowledge of Scripting
- Core and access network performance / configuration parameters and their interpretation and usage.
- Business understanding
- MS EOE Processes knowledge
- Accurate Incident & SLA performance.
- Root Cause Analysis (RCA) & problem/ incident Management
- Automation & toil reduction
