Job Description

Customer support for NMS

Sale, Morocco, Morocco (

New

Customer Services (

NI Network Infrastructure

2200000FR9 Requisition #

Apply for Job Share this Job Sign Up for Job Alerts

Job Title

NFM-T/OMS gTAC Engineer

The primary objective of gTAC is to provide 24x7x365 technical support for NMS (Network Management System) products including 1350OMS and NFM-T.

It is requested to:

· Troubleshoot, diagnose, and suggest/perform corrective or preventative maintenance actions on problems reported by customers. Escalate to subsequent support level as needed. Use and provide appropriate CARES and outage documentation, contribute to/review upgrade guides and other procedural documentation

· Create and maintain customer relationships on a day-to-day basis. Maintain high level of customer satisfaction by providing services fully compliant with the contractual SLAs

· Act as "Outage Manager" by identifying the impact of the outages and changes made to the customer network. Ensure outage situations are documented per guidelines to meet contractual root cause analysis obligations

· Provide pragmatic and effective recovery. Manage and communicate the related risks

· Provide appropriate follow-up to customers

· Supply input to and use the knowledge management tools. Proactively share knowledge. Ensure every trouble identified is adequately documented for tracking purposes and learning opportunities

· Identify and collaborate with knowledgeable internal resources to understand and resolve technical issues

· Interface with product business division (level 3/TEC Technical Expertise Center)

Professional Profile

· The candidate has skills on Optics technology; experience on Network Management System domain is a must

· The candidate has/had experience in Technical Support (2LS/3LS) as well as in NPI/Customer Engineering domain

· The candidate has communication skills (written and spoken), positive and proactive attitude, willingness to eventually have customer facing experience as well as coaching ability

· Travel ( 20-25%) is expected and may sometimes be on short notice

Education

Degree in Electronic/Telecommunication Engineering or Computer Science

Languages

Fluent spoken and written English, French and Arabic

Personal Profile

· Great passion for network technical aspects

· Motivated and never-give-up attitude required to operate in customer environment, extra-working hours, possibly in 24x7x365 hot line regime; availability to travel is a must

· Solid and equilibrate person, able to work in team and with excellent team spirit

· Self-organizing, leadership and problem-solving capabilities and attitude

Additional Information