Page 585 - Handbook of Modern Telecommunications

4-116 CRC Handbook of Modern Telecommunications, Second Edition

3. Has inventory-control skills
4. Is familiar with conversion procedures and general project management
4.6.5.4 Profile of a Service and Problem Manager
Responsibilities

1. Ensures that problems are routed to proper person or function for resolution
2. Monitors status of outstanding problems via open trouble tickets
3. Enforces priorities and schedules of problem resolution
4. Maintains up-to-date problem records, which contain problem descriptions, priority, and status
5. Schedules critical situation meetings with appropriate parties
6. Fulfills administrative reporting requirements
7. Cross-organizes resources if required
8. Assumes responsibility for total communication network
9. Provides input to experience files
10. Provides input to what-if catalogs
11. Evaluates security logs
12. Evaluates SLA violations
External job contacts:

1. Vendor representatives
2. Technical support
3. Call center
4. Change manager
5. System and application programmers
6. Network operations manager
Qualifying experience and attributes:

1. Has broad knowledge of QoS metrics
2. Has broad information system and teleprocessing background
3. Has good aptitude in communication and coordination

4.6.5.5 Profile of a Service Technician
Responsibilities;
1. Provides in-depth problem determination (third-level), as necessary
2. Provides technical interface with vendors, as necessary
3. Designs and maintains up-to-date problem determination, bypass, and recovery procedures
4. Provides technical interface, as necessary, with application and system programmers
5. Uses inventory control data base
6. Ensures valid run procedures
7. Assists with network configuration/reconfiguration
8. Reads dumps from network equipment
9. Starts and evaluates special purpose diagnostics
10. Evaluates QoS metrics
External job contacts:
1. Change manager
2. Problem manager
3. Call center operator
4. Vendor technical personnel