The Fault Management L2 Engineer manages end-to-end fault, incident, and problem resolution, ensuring SLA and OLA compliance. Responsibilities include investigating service outages, liaising with teams, and providing guidance to new members.
The FM L2 engineer assure End-to-end fault/incident & problem management with main objective of resolution to SLA & OLA requirements. They solve the higher level of escalation in case of network incidents and are responsible for the resolution, analysis and expertise in case of complex faults that require deep procedural and technical knowledge .
• Autonomously performs tasks with a moderate level of guidance but within defined procedures / guidelines Controls technical resources for fault/incident & problem resolution : investigates and resolves Major service outages, reports Major service outage & Trouble Tickets to Service Level Agreements, initiates and co-ordinates preventive maintenance tasks. Supports fault, incident & problem management tool development feedback.
• Undertakes function through analysis of status or performance indicators and possible solutions, makes independent judgments, decisions and recommendations and solves a range of individual requirements through knowledge and technical experience.
• Liaises with counterparts in other MS functions, in other Nokia services groups (EG Field Force, Care), in 3rd party organizations, and / or in the customer's organization for individual incidents, problems, changes or risks.
• Provides informal guidance and support to new team members with regard to the procedures to follow and the specific tasks required to perform the job effectively.
• May coaching and providing on-the-job training to other team members, making recommendations in their formal performance assessment. May act as a "shift" leader of multiple functions, particularly where the function is performed on a 24x7 basis, .
• May monitor the set of CR’s for complex issues, received by the functional team, taking corrective action if there is a risk to, or breach of agreed service levels.
Qualifications
You have:
- Require a bachelor's degree or master's degree or related field
- Typically, a minimum of 7–12 years' experience in network implementation/design engineering or architecture roles.
- Expertise in routing protocols and switching technologies (MPLS, BGP, OSPF)
- Proficiency in network security technologies, including firewalls and VPNs
- Experience in managing network projects from inception to completion
- Good to have analytical and problem-solving skills in data networks.
It would be nice if you also had:
- Familiarity with network automation tools and scripting languages (Python, Ansible)
- Knowledge of telecommunications protocols and Internet-related systems
- Experience with vendor management in network hardware/software
- Certifications such as CCIE, JNCIP, or relevant network design accreditation
- Comfortable using network monitoring tools such as Wireshark and Netcool.
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