Page 584 - Handbook of Modern Telecommunications

Network Organization and Governance 4-115

2. Problem logging: Uses procedure guide for opening trouble tickets and reviews change activities log
3. Problem delegation: Determines problem area, assigns priorities, and distributes information
4. Additional duties when call center activity is low:
• Data entry for configuration and inventory
• Summary of active problems for problem coordinator
• Entering change information for change coordinator
• Monitoring of security
• Generating management and technical reports
5. Recommends modification to procedures

External job contacts:
1. Customers
2. Vendor representatives
3. Problem and change managers
4. Network operation and technical support
5. Network administrator for trouble tickets
6. QoS and SLA managers
Qualifying experience and attributes:
1. Familiarity with functional applications and terminal equipment
2. Training in personal relationships
3. Clerical rather than technical
4. Data-entry skills
5. Problem determination know-how
6. Sensitivity to customers: Understands their business needs, has a pleasant telephone voice and
language know-how

4.6.5.3 Profile of an Inventory Manager
Responsibilities
1. Manages the online configuration application, including establishment of requirements for this
area
2. Maintains the network configuration
3. Maintains vendor information
4. Knows status of program and access methods used by the system
5. Maintains security of inventory control records
6. Tracks the delivery and installation of new equipment
7. Implements coordination
External job contacts:
1. Technical support
2. Network operation, change, and problem coordinators
3. Call center
4. Customers
5. Service and problem manager
6. Vendors
Qualifying experience and attributes:
1. Has knowledge of communications facilities and offerings
2. Has some knowledge of systems programming and database structure