Support Engineer (2 Level) (offline)

Job purpose

Level 2 Engineer for DBSS Application Support
Act as next level for Incidents and support requests that cannot be resolved by Level 1
System Expert in Ericsson DBSS Solution area or group of areas like Billing, Charging, Digital Front End etc.
Handling of support issues requiring involvement of Product Support and 3rd party suppliers
Order Manager (OM) is a workflow management system designed specifically to orchestrate the order lifecycle by using the Orchestration Framework. OM inherits orders from an order capture system of a service provider and facilitates customer-specific order processing and work flows. The capabilities of OM include order decomposition, order fallout management, routing, status tracking, business rule validation, message mapping, jeopardy handling and notification, and automated workflow sequencing and control.

Duties and responsibilities

Resource is required to complete end to end view of Order Manager operations as following:
Manage OM applications and smooth functioning of order creation, activation, deactivation, modify contract etc.
Manage availability of commercial order management and service order management.
Ensure OM supports order handling processes, such as Track, manage and report customer order handling, update issue, complete and close a customer order
Manage Orchestration framework module for Order Manager
Manage Integrated Workstation (IWS) that provides a unified customer service desktop solution that directly integrates with product, order, billing, workforce and customer service information.
Optimize OM by implementing available features and functionality such as catalog driven automation, reduced system and operational cost, increase deployment speed and end to end order status visibility.
Manage OM modules Order Negotiator, Service Registry, Customer Registry and Velocity studio.
Revenue Manager provides a variation point where users can create new flows or sub-flows in BPMN2 language using a subset of actions/activities.
Technical expertise on Java Persistence API, Applications UI, REST API, Oracle, Casandra, Java/J2EE and java scripting.
Support Incident Management and Trouble Ticket resolution along with L1 team.
Responsible for managing and updating of the “Known Errors” knowledge-base for L1 team.
Setup and Definition of Preventive Maintenance and Performance Reporting to be executed by L1 team
Impact assessment for change request going into Production; escalating of defects, problems to the Level 3 (Application development and maintenance) team
Look at the optimization of the network configuration and product configuration
Conduct random audits at specified intervals.
Support Incident Management and Trouble Ticket resolution along with L1 team.
Responsible for managing and updating of the “Known Errors” knowledge-base for L1 team.
Setup and Definition of Preventive Maintenance and Performance Reporting to be executed by L1 team
Impact assessment for change request going into Production; escalating of defects, problems to the Level 3 (Application development and maintenance) team
The candidate should also have Operator’s possess (ITIL, eTOM) knowledge and hands on experience as technical support engineer.
Understanding of SID Model, Dimensioning, Northbound/Southbound Interface, TM Forum/eTOM Terminologies and architecture – as a plus
Know and follow ITIL Service Operation processes: Event Management, Access Management, Request Fulfillment, Problem Management, Incident Management.
Perform second level of analysis and troubleshooting, escalate unresolved problems to Level 3 (R&D), track progress of trouble tickets (TT) resolution and ensure restoration and resolution within SLA.
Understanding of ITIL principles
Understanding of SLA (Service level Agreement) concept
Understanding of Telecom Business Support Systems (BSS) and Order Management
Skills

Min 5 years of experience in IT / Telecom
Hand-on exposure on Order Manager and COTS experienced
Knowledge on EOC Workflow development using Orchestration framework and Velocity Studio
Understanding Catalog basic knowledge (Out of Box templates) and product configurations
Understanding or Experience of working in Manage Service delivery setup plus understanding of Service Level Agreements (SLA) concept.
Willingness to learn and staying up to date in the IT / Telecom Billing Domain
Ericsson BSS knowledge is essential, knowledge on Revenue Manager – as a plus
Technical understanding of Camunda – open source platform for business process management will be beneficial.
Working knowledge in technical areas like
Integrations: Java Persistence API, Applications UI, REST API, web services (SOAP, REST)
OS, DB: UNIX, Linux, Solaris, Oracle, MySql, Casandra,
Others: DOS, Java/J2EE, Java basics, java scripting, Perl, Shell scripting,
Innovative thinker, responsible for driving and executing efficiency and automations into Billing operations.
Knowledge sharing & Collaboration Skills
English skills (oral and written)

About Ericsson

Ericsson — міжнародна технологічна компанія, яка виробляє телекомунікаційне обладнання. Ericsson була заснована в 1876 році Ларсом Магнусом Ерікссоном. Головний офіс компанії знаходиться у Швеції. Наразі компанія активно впроваджує 5G та інновації у галузі ІоТ, штучного інтелекту та хмарних технологій.

Company website:
https://www.ericsson.com/en/about-us/company-facts/ericsson-worldwide/ukraine