Level : Middle 

General Responsibilities

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

Domain Support Activities

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

Incident Management Support 24x7

• Incident Resolution
• Initiate 3rd Level Functional Escalation
• Field Maintenance Corrective Maintenance Execution Support
• Request (On-site) Services
• KPI Analysis
• Problem Management Initiation
• Incident Cause Identification and Report
• Supplier/Partner Incident Interaction
• System Administration
• Database Maintenance
• Application corrective and conditioning tasks Execution or Coordination
• Support Server / Applications Interconnections
• User Access management and user reconciliation

Service Resource Fulfilment activities

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

Problem Management of customer offerings

• Problem Recording
• Problem Investigation & Diagnosis
• Work-around proposals
• Problem Solution proposal
• Proactive Problem Identification
• Supplier/Partner Problem Interaction
• Full support through the Problem Management investigation

Customer Experience Resolution

• Customer Experience Resolution and Analysis
• Drive improvement initiatives and insights based on Report Analysis