CRM Operations Engineer

Short company description

At Ericsson you’ll have a unique opportunity. The chance to use your skills and imagination to push the boundaries of what’s possible. To create never-seen-before solutions to some of the world’s toughest problems. You’ll be challenged. But you won’t be alone. You’ll be part of a team of like-minded innovators, all driven to go beyond the status quo to build what comes next. At Ericsson you can be an explorer, a change maker and a force for good.

Requirements

Position Qualification
• Experience in working with UNIX, SQL and PL/SQL;
• Experience in working with CRM applications will be a plus;
• Knowledge about PHP, JAVA, Weblogic, TIBCO – nice to have
• Self-motivated;
• Fluent in written and verbal English;
• Good communication skills;
• Analytic thinking, problem solving attitude;

Responsibilities

Responsibilities & Tasks:
• Analyze and resolve problem reports within Key Performance Indicator targets;
• Maintain application availability within own area of responsibility;
• Collaborate with the team to adopt new processes and tools (diagnose, data capture, health checks, scripting tools etc.);
• Operate within the customer business processes and procedures;
• Interact with development, customer, other back office & front office teams to drive problem resolution;
• Identify and resolve application issues before they have had an adverse impact on the customer experience, revenue or business reporting.
• Seek to drive continuous improvement of existing platforms through the business and IT development with a strategy of service improvements, simplification and process documentation.
• Manage all fault resolution and service deliveries for the BSS systems in the non-production environment.
• Ensures a high level of network availability and performance
• Troubleshoots and resolves problems in order to stabilize and optimize customer networks.
• Investigate and correct complex cross platform application issues, ensuring existing systems are stable and supportable.
• Establish and maintain relationships with other cross functional areas in order to provide cooperation and support and ensure a high level of customer services and communication

• Ensure procedures are maintained and updated and all system secured guidelines are followed.
• Drive through improvements to enhance system performance and automate processes to reduce errors.
• Provide out of hours’ technical support as part of an on call team
• Support for business/IT in defining specifications for improvement of existing applications and the introduction of new applications.

Other info

Job Summary:
As Service Engineer, you will ensure the services are operated within parameters agreed with the customer. You will frequently interact with customer representatives and other Ericsson departments within a multinational environment to jointly define technical solutions to the problems that arise during service operation. The Service Engineer is primarily responsible to analyze and troubleshoot incidents and problems to restore service with minimal impact and to deliver solutions improving service levels and overall customer satisfaction.