Domain Support Specialist

General

Responsibilities

• Act as the escalation point for activities demanding a level of technical expertise as a

• 24/7 capability hosted in Automated Operations.

• Actively monitor ticket queues to ensure timely response to tickets

• Out of business hours, Domain Support Specialist is triggered on the on call phone

• by Automated Operations.

• Focused on improvement of automated recovery.

• Escalation support for Service surveillance and (on-site) service.

• Ensure that the services provided to customers are continuously available and

• performing to Service Level Agreement (SLA) performance levels.

• Perform analysis to proactively detect possible failures. This shall ensure incident

• restoration and repair as a result of its own analysis or when prompted by

• Automated Operations processes.

• Act to meet the service or resource requirements, in the cases in which an overall

• and higher-level network knowledge is required or when knowledge on specific

• products or services is required

Domain Support Activities

• Change Introduction impact analysis

• 1st Level Preventive Maintenance Definition & Coordination

• Perform Routine Maintenance (Selected Systems) and access database audit

• Change Fall Back Decision Support

• KPI reporting design and definition

• Event correlation and filtering definition

Incident Management Support 24x7

• Incident Resolution

• Initiate 3rd Level Functional Escalation

• Field Maintenance Corrective Maintenance Execution Support

• Request (On-site) Services

• KPI Analysis

• Problem Management Initiation

• Incident Cause Identification and Report

• Supplier/Partner Incident Interaction

• System Administration

• Database Maintenance

• Application corrective and conditioning tasks Execution or Coordination

• Support Server / Applications Interconnections

• User Access management and user reconciliation

Service Resource Fulfilment activities

• Change Introduction impact analysis Support for basic CM Activities

• New or Enhanced Service & Resource Acceptance

• Fulfilment WO Post-implementation support

• Change Execution for basic CM activities

• End to end Service Request; Planning, Execution, testing, status reporting & logging

• Standard Change Handling, Feature Implementation

• Engineering & IS/IT or Deployment WO completion, Resource update, Provisioning

• Resource Update (WO Execution)

• SRF service KPI reporting, designing and implementation

Problem Management of customer offerings

• Problem Recording

• Problem Investigation & Diagnosis

• Work-around proposals

• Problem Solution proposal

• Proactive Problem Identification

• Supplier/Partner Problem Interaction

• Full support through the Problem Management investigation

Customer Experience Resolution

• Customer Experience Resolution and Analysis

• Drive improvement initiatives and insights based on Report Analysis