Fault Management Specialist Job at Cell C Ltd… See details on how to apply for the opportunities available at Cell C Ltd.
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RESPONSIBILITIES:
- To conduct due diligence on Event, Incident and Problem Management for the Fault Management Department
- Provide departmental and organizational technical support.
- Vendor/Supplier liaison, engagement and support
- Conduct improvement initiatives
Key Performance Areas:
Operational Functions:
- Perform integrity checks on events/alarms inbound to the Fault Management department.
- Ensure departmental outputs are in line with procedure/process.
- Perform high level network investigations, fault finding, troubleshooting and root cause analysis.
- Participate actively as a point of communication for problem management.
- Address service and network anomalies.
- Provide technical support and assistance where required.
- Report and/or escalate non-compliance.
- Enable the on-boarding of new services.
- Support Functions
- Identify knowledge gaps and propose initiatives and conduct technical workshops to address
- Support Team Leader(s) by means of data mining relating to trends
- Liaise with relevant departments, vendors or partners where necessary to resolve and address problems.
- Continually monitor FM processes and conduct improvement initiatives thereon.
- Monitor the progress of outstanding faults and escalate if necessary.
- Conduct due diligence on critical failures.
- Interdepartmental, Vendor and Partner Liaison
- Liaise with various departments, vendors and partners for updates, resolution, escalations, analysis or general information.
- Conduct audits on services rendered by vendors.
- Play a critical role in on-boarding new clients for FM.
- Ensure efficient operation of the various EMS (Element Management Systems), NMS (Network Management Systems) and other application platforms.
- Reporting and Data
- Ensure delivery of Incident, RCA (Root Cause Analysis), SOE (Sequence of Events) reports as and when required.
- Delivery of trend reports (Daily/Weekly/Monthly).
- Initiate and manage problem solutions.
- Create, maintain and share Known Error Database of faults and failures.
- Complete ad hoc report(s) as and when required.
Finance - Propose cost saving initiatives.
Analyse and report vendor operating costs (callouts, SP faults, unnecessary faults)
Manage vendors and suppliers with the aim of reducing unnecessary spend, minimizing downtime and improving on turnaround times.
Desired Experience & Qualification:
Qualifications:
- 3-year Technical Diploma or higher.
- ITIL Foundation (Advantageous)
- 3 years experience in a telecommunication/IT environment.
- 3 years experience in a NOC/SOC environment
- Fault finding, troubleshooting and support experience/exposure
- Sound experience in incident and problem management
- Report writing and trend analysis
- ITIL experience