Problem Manager

Description du poste 

Main Responsibilities:

• Responsible for controlling and managing unsolved defect, failure or error which is not solved by Fault Management.
• Handling of Problem request from Fault Management when the root cause analysis is needed.
• Problem diagnostics & Root Cause analysis.
• Minimize the adverse impact of troubles that impact the service and prevent recurrence of these troubles.
• Problem Ticket dispatch or report/request for change request, work order.
• Problem escalation towards related parties.
• Output Problem management summary report.
• Ensure the ticket resolution within agreed SLA for all problem tickets.
• Should focus on the MTTR for problem tickets handled.
• Attend/arrange meetings with internal stake holders and with the customer and be responsible to ensure service quality.

Key targets:

• The average duration from creation to closure for the Problem of each priority.
• The percentage of Problem handled within target resolution time.
• No Major security non- compliances.
• Customer/Offshore team feedback survey score above 90%.

Profil du poste 

Qualifications/Skills

• Bachelor’s / Advanced degree in Telecom or relevant fields.
• 5 years + experience in Telecom with strong Technical skills.
• Professional knowledge of service delivery processes.
• Good leadership and communication capabilities.

Comment Postuler

NB: Please send your CV in ENGLISH version to hwcirecruit@huawei.com and specifying in the subject the job title.