FM Engineer OSS

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  .
 

Responsibilities



• 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

Must-have skills:

• Any bachelor's degree or equivalent, with a minimum of 4+ years of experience. 
• Good expertise in OSS/SQM operations, maintenance, troubleshooting, and platform performance management.
• Hands-on experience in incident, problem, change, and risk management, including root-cause analysis and SLA adherence.
• Good knowledge of OSS/SQM software, hardware, backups, data administration, integration testing, and application performance tuning.

• Good coordination and communication skills with MS teams, customers, third-party vendors, and cross-functional teams.

   

Good - To - Have skill : 

• Experience in 24x7 operations, shift leadership, team coordination, and on-the-job coaching.
• Knowledge of CMDB, data cleansing, OSS/SQM documentation, and service configuration management.
• Experience with service monitoring, KPI/performance analysis, and preventive maintenance.
• Strong skills in process improvement, technical documentation, and standardized procedures/checklist implementation.

About us