Application Engineer
2 weeks ago
**Application Engineer - Job Description
**Role**
Additional responsibilities: new MVNO setup, customer training & ARTA software configuration.
The scope of this Role is:
- ARTA Service Delivery Platform and interworking with 3rd Party Systems and UCs
- Service Operations and Assurance BAU
- Provide 2nd Line Support
- Identify the measurements and metrics that need to be put in place to monitor the stability of the platform
- Software configuration & customer training.
**Responsibilities
- Report to the Operations Manager for ongoing BAU activities
- Analyze, Breakdown, Categorize and Correlate 100% of Incident & Problems to identify the Root Cause and implement final fix.
- Conduct an analysis of the problems and identify the trends and focus areas to meet the targets
- Omnitracker Ticket Handling
- Creating Incident and Problem tickets in third party tools and correlate these leading to Changes
- Identify the measurements and metrics that need to be put in place to monitor the stability of the platform.
- Updating Incidents and Problems in Omnitracker.
- Familiarize with the 3rd party supplier contracts in support of these SLAs where necessary
- Identify the gaps, bottlenecks in the current BAU processes and interactions with the customer.
- Make sure that no tickets go out of SLA ; chase with colleagues in Operations, Development and escalate as necessary within Pareteum and towards the Customer
- Closing tickets in third party tools and Omnitracker upon resolution and relate them if necessary for ultimate resolution
- Work with Pareteum project teams and provide necessary help in executing platform stability projects
- new MVNO setup, customer training & ARTA software configuration
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