We are currently looking for a couple of NOC Engineers for a project of 2 month with option of extension in Amsterdam area.
In this role you will report directly to the Manager Voice & IP Infrastructure within the Central Service Desk. First line support is provided by the Central Service Desk on a 24x7 pan-European basis to all organizations. This role is extended business hours, possibly with on-call responsibilities. Besides this you manage the incident resolution for IP Network Infrastructure and Voice Services Locally and on a Pan-European basis. You will provide issue correlation and triaging across the IT and Network technical domains. The positions will liaise closely with corporate business units and countries. You are also responsible for Decision making is based on the clearly defined, incident, change and problem management processes.
Monitoring of IP Network Infrastructure and Voice Services
Follow Internal incident-, change- and release management processes in USMS
Monitor USMS queues. Attempt first fix and AD-hoc workaround incident resolution activities, including but not limited to stop/start applications on alert
Investigate troubleshoot and fix problems on relevant systems
Investigate incidents where technical domain relevancy and ownership is unclear, localize issue and either fix or assign to relevant technical domain owner for fix
Coordinate with national and international vendor partners in the resolution of tickets providing
traces, logs documentation, and service correlation
Creation of incidents on alert, and logging of incidents. Create and distribute tasks to relevant
support entities (USMS)
Creating Problem tickets based on recurring incidents and add information as required, ensuring
relevant associations between Problem and Issue are logged.
Ownership of incidents until fix, with follow up duties, and taking responsibility for e2e resolution
of incidents, coordinating the fix with second and third line teams.
Provide expertise in analysis of major incident root cause and follow up with other Corporate
teams as needed
Adhere to Service and Operational Level Agreements. Working towards targets set by
Performance Management and the organizations KPIs relevant to Service Assurance, Support and availability.
Perform Change Management and Problem Management tasks relevant to the Central Service
Desk including monitoring coordination for patches, and implementation approval of Changes.
MBO technical engineering degree or higher, preferably specialized in Voice and IP
infrastructure design, development and/or support.
Professional and intellectual capacities at the Bachelor or higher professional education level.
Broad and deep knowledge of service desk operations
eTOM/ ITIL v3 Service Operation certification
Language skills – fluent in English (verbal & written) and preferable 1 other European language.
In depth knowledge of IP Network technical components (e.g. Routers, MPLS, VPN) and Voice
technical components (e.g. SoftSwitch, Voice Gateway).
CCNP or equivalent level certification.
ability to work under pressure in a fast paced environment.
5 or more years of experience in a service desk role with comparable technical and soft skills.
Proven ability/experience working in a multi layered international matrix organization.
Experience working in international teams (direct & indirect) from different
cultural backgrounds and experience in working with external resources.
Experience in working people from different cultural backgrounds
ensuring clarity, collaboration and efficiency
Experience in managing several platforms/systems and ability to easily switch between them
and keep the overview
When you are interested, please provide me with your cv and contact details, so we can discuss the vacancy more detailed by phone.
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