JOB DESCRIPTION / ROLE
• To define, develop and communicate the practices and processes necessary for effective problem management to minimize the impact of service outages.
• Develop and maintain a database of known issues, causes and resolutions to guide the development and support teams in minimizing the impact of incidents.
• Develop and produce periodic performance reports identifying the impact of known errors and the cost and benefits of root cause analysis.
• Manage the response, resolution and post-incident analysis of major incidents to ensure deficiencies are identified, learning’s are documented and changes implemented to limit risk of future recurrence.
• Identifies trends and potential Problem sources (by reviewing Incident and Problem analysis)
• Prevents the replication of Problems across multiple systems.
• Reviews the efficiency and effectiveness of the Problem control process.
• Monitors the effectiveness of error control and makes recommendations for improvements.
• Maintains inventory of problems under analysis and their current progress and status.
• Follows up issues and progress with problem owners where necessary.
• Updating Known Error Database.
• Produces Problem Management reports and management information.
• Coordinates meetings to resolve problems.
• Prevents recurrence of issues by identifying root cause and implementing fix.
• Work with all internal technical teams, Service Management and external stakeholders like customer and 3rd party.
• Drive all problems towards root cause identification and permanent fix.
REQUIREMENTS
• Network Engineering experience with a minimum 3 years Incident & Problem Management experience;
• Network Engineering with at least 5 years’ experience in a multi-disciplined telecommunications environment.
• Analytical skills;
• Good Network understanding with CCNA certification;
• Must be capable of using Microsoft office.
• Good International Customer handling skills;
• Good Interpersonal skills;
• Good organizational skills.
• Must be educated to BSc/BEng or HND/HNC.
• ITIL V3 foundation or Intermediate certified Experience.
ABOUT THE COMPANY
Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.
Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.
We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.
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