Lagos ,Lagos ,Lagos ,,Lagos ,
4 months ago
The Domain Support Specialist role is responsible for the technical capability in Automated Operations running of Services. This includes diagnosis, fast domain support, routine resource fulfillment, (on site) technical support, the coordination, management and execution of proactive and reactive maintenance activities and implementation of change request. Focus on the allocation, implementation, configuration, activation and testing of specific services or resources.
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
1st Level Preventive Maintenance Definition & Coordination
Perform Routine Maintenance (Selected Systems) and access database audit
Incident Management Support 24x7 Incident Resolution
Initiate 3rd Level Functional Escalation
Field Maintenance Corrective Maintenance Execution
Support Request (On-site) Services Problem Management Initiation
Incident Cause Identification and Report Supplier/Partner
Incident Interaction
System Administration
Database Maintenance Application corrective and conditioning tasks
Execution or Coordination
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
Problem Management of customer offerings
Problem Recording
Problem Investigation & Diagnosis
Work-around proposals
Problem Solution proposal
Proactive Problem Identification
Supplier/Partner Problem Interaction
Customer Experience Resolution
Customer Experience Resolution and Analysis
Drive improvement initiatives and insights based on Report Analysis
First Degree in any relevant discipline
Proven experience in the field
Ericsson Operations Engine - Mode Of Operations
Ericsson Customer Experience Assurance (CEA) Competence (
5G MS Operations Readiness (
Business Understanding
Ericsson Customer Assurance Competence
MS TOP
Knowledge sharing and learning
Customer Experience Improvement
Business Continuity Management
Service Request Fulfilment (OMS)
Customer Complaint Resolution
System Administration
Incident management
RAN Configuration Knowledge