CS 2nd Level Operations Engineer (Vendor)

Roles & Responsibilities:

• To coordinate, manage, and execute the end-to-end service or resource of the projects including: Service & Resource long and medium-term planning and design, as part of the Infrastructure & Product Lifecycle Management. Resource represents as the complete Operator's network & IS/IT infrastructure under the scope of the MS contract. This Service Function (SF) must ensure the best cost-effective design, the adequate network and technology evolution to ensure the consistency of the service and resource.
• To ensure day-to-day maintenance of the application systems in operation is done, including identification and troubleshoot application issues and issues resolution or escalation.
• To troubleshoot network and software issues until complete resolution.
• To handle the tickets routed by 1st Level support
• To execute On-Site hardware maintenance and support for all service requests and incidents.
• To provide technical knowledge to customer consultations related to requirements, network incidents, etc.
• To conduct post-incident analysis as part of the Problem Management process and for approving any change that affects the network (or service) topology.
• To manage Network (& Service) performance and capacity to ensure that the services or resources are performing adequately and that enough capacity is available to meet the business requirements and growth projections, prompting the need for a specific network optimization.
• To prepare low-level design documentation for change requests (configuration changes, new code, parameters changes, etc.) according to requests sent by Billing and Charging Engineers or other organizations, such as, for instance, Assurance Customer Department, Back Office, Support Organization, etc. to implement those changes as a part of the team.
• To prepare TIA (Technical Impact Analysis) for projects, taking as input the information delivered by the Project Team or by Billing and Charging Engineers.
• To provide reports on Licenses and Capacity.
• To cooperate with the team to support Trouble Tickets in relation to Solution Configuration.
• To manage Services Documentation updates.
• To manage handover activities related to projects; such as checking the impacts in the TIA to be taken into consideration, and the Capacity/License reports and the documentations are updated as well

Job Requirements:

• Minimum of 3 years of experience in the area of specialization; with experience in supervising others
• Experience working in a medium organization
• B.Sc. in Information Technology or related