BMC Remedy ITSM – Ticketing Engineer

Nokia Ver Empresa

Não especificado

Nokia is a global leader in the technologies that connect people and things. With state-of-the-art software, hardware and services for any type of network, Nokia is uniquely positioned to help communication service providers, governments, and large enterprises deliver on the promise of 5G, the Cloud and the Internet of Things. Serving customers in over 100 countries, our research scientists and engineers continue to invent and accelerate new technologies that will increasingly transform the way people and things communicate and connect.

This position is mainly responsible for:

  • Operation, maintenance and technical problem solving of the ticketing management application (like BMC Remedy ITSM and others) on a global basis
  • Resolving incidents reported by e.g. user or monitoring tools within a given time frame
  • Interacts with the Managed Service User community
  • On-boarding/integration of new customer projects on global basis, project coordination activities
  • Alignment with development team and external vendors

Key Accountabilities:

  • Support new customer project on-boarding into global shared ticketing tool environment
  • Incident- (incl. OnCall support), Preventative- and Outage Management
  • Ensure Platform monitoring to enable high availability and performance
  • Change- and Problem Management
  • User support / user management of OSS application (like BMC ITSM, IBM NetCool)
  • Escalation Management
  • Fault analysis


  • Proofed experience in a support environment, preferable in telecommunication
  • Degree/Diploma, related to telecommunications, electronics, informatics or equivalent relevant experience
  • Analytical mind with good problem solving skills and able to work independently and under stress
  • Experience in Administration of ITSM Products, preferred on BMC ITSM basis / ITIL based
  • Good communications and documentation skills
  • Strong written and verbal communication skills in English
  • Professional and positive approach
  • High achiever and self-motivated
  • Team player, and able to work on own initiative
  • Culturally adaptable and flexible
  • Ability to assimilate quickly and act decisively
  • Willing to travel

Technology and product related skills:

  • Basic Linux/Unix User know-how (using folders, permissions, edit files, etc.)
  • Knowledge of BMC Remedy ITSM (Operation/Configuration/AR Server know-how, optional: Development skills)
  • Web Services Description Language (WSDL/SOAP) skills helpful
  • Basic network know-how (tcp/udp ports, IP, ping, etc.) for debugging purpose
  • Basic sql and scripting (shell, awk, perl, html, php, java) helpful

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