L3 Support Team Leader 

Application ends: July 9, 2024

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Job Description

Responsibilities:

• Manage operations, maintenance, and resolution of technical issues in the GSM-R Network.

• Provide technical support during network outages, ensuring effective communication to all stakeholders and acting as the primary contact for

management escalation.

• Optimize network performance and ensure adherence to customer-agreed performance targets.

• Conduct Knowledge Transfer Sessions and On-the-Job Training (OJT) for customer teams.

• Act as the primary liaison with customers and/or vendors.

• Develop and maintain technical documentation, processes, and procedures, while actively reviewing current Standard Operating Procedures (SOPs) for

enhancements.

• Assist in evaluating tool capabilities, performance, and effectiveness.

• Support the implementation of new technologies and equipment.

• Analyze faults and troubleshoot escalated incidents, utilizing existing knowledge base articles and initiating and managing Level 3 support.

• Assess technical complexity of cases and recommend escalation according to best practices and agreed Service Level Agreements (SLAs).

• Supervise configuration management requests and planned activities.

Candidate Requirements:

• Bachelor’s degree in a relevant technical field (e.g., Telecommunications, Computer Science) or equivalent experience.

• Proven experience in technical support roles, preferably in GSM-R or related network environments.

• Strong communication skills with the ability to effectively interact with customers, vendors, and internal teams.

• Experience in developing and maintaining technical documentation and processes.

• Proficiency in troubleshooting technical issues and implementing solutions.

• Familiarity with configuration management and adherence to SLAs.

• Ability to work independently and in a team environment, with a strong sense of accountability and ownership