Network Engineer // Voice & Data // Incident Management

Level 1 coverage of Customer Incident Management.
Takes end-to-end responsibility for corrective maintenance of Network problems relating to customer services
Ensuring incident tickets are actively managed until resolution
Alarm Monitoring, Incident Localisation/Correction/Verification Interface with Service Desks regarding Sensitive/Secure customer services incidents.
Network incidents that affect regarding Sensitive/Secure customer services.
Interface with field services teams and 3rd parties
Working with 2nd Level for additional technical support.
Working with service providers when required
Perform other mandatory service functions when required.

Key Accountabilities

Technically expertise in the Level 1 Sensitive/Secure Incident Management team, acting as the first escalation point for the team.
Adherences of KPI's and SLA's
Work with the reporting teams on SLA's around performance/incidents.
Provide Input on performance evaluations for the overall Level 1 Incident Management team.
Provide improvement ideas to management on the Level 1 Sensitive/Secure
Incident Management team.
Escalations internally and to third party organisations for resolution of services incidents.

Skills and background

Ability to relate to technology and have fast adoption skills.
Strong experience in the following technologies:
Voice & Data
Understanding of Signalling (ISDN User Part etc)
Enterprise Voice Product Knowledge - VoIP, Multiline
ITIL v3 certification

Strong experience with service desk, networks, infrastructure & operations; Breadth and depth in telecommunications networks both from a technology and services perspective