Domain Support Specialist

Domain Support Specialist

General Responsibilities

1. Act as the escalation point for activities demanding a level of technical expertise as a
2. 24/7 capability hosted in Automated Operations.
3. Actively monitor ticket queues to ensure timely response to tickets
4. Out of business hours, Domain Support Specialist is triggered on the on call phone
5. by Automated Operations.
6. Focused on improvement of automated recovery.
7. Escalation support for Service surveillance and (on-site) service.
8. Ensure that the services provided to customers are continuously available and
9. performing to Service Level Agreement (SLA) performance levels.
10. Perform analysis to proactively detect possible failures. This shall ensure incident
11. restoration and repair as a result of its own analysis or when prompted by
12. Automated Operations processes.
13. Act to meet the service or resource requirements, in the cases in which an overall
14. and higher-level network knowledge is required or when knowledge on specific
15. products or services is required

Domain Support Activities

1. Change Introduction impact analysis
2. 1st Level Preventive Maintenance Definition & Coordination
3. Perform Routine Maintenance (Selected Systems) and access database audit
4. Change Fall Back Decision Support
5. KPI reporting design and definition
6. Event correlation and filtering definition

Incident Management Support 24x7

1. Incident Resolution
2. Initiate 3rd Level Functional Escalation
3. Field Maintenance Corrective Maintenance Execution Support
4. Request (On-site) Services
5. KPI Analysis
6. Problem Management Initiation
7. Incident Cause Identification and Report
8. Supplier/Partner Incident Interaction
9. System Administration
10. Database Maintenance
11. Application corrective and conditioning tasks Execution or Coordination
12. Support Server / Applications Interconnections
13. User Access management and user reconciliation

Service Resource Fulfilment activities

1. Change Introduction impact analysis Support for basic CM Activities
2. New or Enhanced Service & Resource Acceptance
3. Fulfilment WO Post-implementation support
4. Change Execution for basic CM activities
5. End to end Service Request; Planning, Execution, testing, status reporting & logging
6. Standard Change Handling, Feature Implementation
7. Engineering & IS/IT or Deployment WO completion, Resource update, Provisioning
8. Resource Update (WO Execution)
9. SRF service KPI reporting, designing and implementation

Problem Management of customer offerings

1. Problem Recording
2. Problem Investigation & Diagnosis
3. Work-around proposals
4. Problem Solution proposal
5. Proactive Problem Identification
6. Supplier/Partner Problem Interaction
7. Full support through the Problem Management investigation

Customer Experience Resolution

1. Customer Experience Resolution and Analysis
2. Drive improvement initiatives and insights based on Report Analysis