Incident Manager - Temporary position

Business area Mobility Services offers mobile communication services throughout the Nordic and Baltic countries as well as in Spain. We were first in the world to launch 4G services, remaining at the forefront of this development with broad deployment throughout the Nordic and Baltic region. Our brands have leading market positions in the Nordic and Baltic countries.


AREAS OF RESPONSIBILITY

The overall purpose of this department ICC, Incident Control Center is to be the operational captain of the control tower of MTS, Mobility Technology Solutions being in charge of monitoring (network, IT and services), information distribution and incident ownership. The department identifies customer and service effecting problem. That includes to do analyze and remote fault handling on services and networks. Including all markets and under both ordinary operational conditions and crisis situations

KEY RESPONSIBILITIES

* Operational “Captain” for all markets of Business Area Mobility
* Information distribution on major incidents – distributed to customers, customer operations, sales other internal stakeholders
* Responsible for Crisis Management on Service Incidents
* Service quality and assurance responsible for a Business Unit
* Take operational responsibility for a Business Unit
* Trigger business Crises Management team on society crises. E.g. Tsunami and other disasters
* Create first Incident report on bigger incidents and initialize problem management
* Escalation responsible (technical, management, press service)
* Identify new monitoring capabilities on service’s and networks

SPECIAL REQUIREMENTS

* To excel in communication and rhetoric when complex problem in the network and service occurs, this so the business unit and management know how to communicate to customers and media
* 24/7 Business with preparedness at night
* Act rational under extreme pressure

SKILLS/BUSINESS EXPERIENCE

* Very good communication skills and ability to influence key parts of organization to ensure fast resolutions
* Good management skills of resources in fault handling and methodology
* Customer oriented and minded
* Operational experience in faulthandling of services and networks
* Experience in Crises managementMakes 
* Integrates and balances big-picture concerns with day-to-day activities
* Promotes new ways of looking at problem and processes
* Ensures that customer issues are resolved
* Protect confidential information

FUNCTIONAL COMPETENCES 

* Analytic skills of performance management statistics of services or networks
* Create performance management reports
* IP and C7 Signaling competence of services and networks is an advantage
* Good knowledge of TeliaSoneras mobile networks and services
* Speak, write and read fluently English

EXPERIENCE

* 2- 3 years experience from business ie. of telecom industry and international environment
* 2-3 years management experience within Network and Technology or system maintenance managemant/system analysis.
* Experience of working in a multicultural environment
* Good understanding of companies objectives and goals

EDUCATION

University Studies in IT/Telecom or similar 

This position is a substitute until 2014-07-31