Job Brief:
Ensure network stability and reliability through 24/7 network monitoring, fault management, and reporting on network availability and OLA achievements. Execute all necessary configurations and operations related to the wireless network, while efficiently managing the help desk and service desk according to agreed processes
Key Responsibilities
- Ensure and fulfill fault management requirements by correlating issues from different inputs to identify service impacts, creating network reports, opening the necessary tickets on the spot, and conducting follow-ups on open cases. Escalate pending issues before they reach OLAs and take the necessary first-line actions to resolve issues in coordination with relevant parties. Audit network faults and ensure all issues are reported to other teams by the NOC team.
- Open tickets with other vendors and follow up, or forward received emails to the relevant teams. Monitor automated emails related to network Key Performance Indicators and validate major change requests and their approvals.
- Provide 24/7 assistance to public security personnel and GID, acting as a single point of contact (SPOC) with other operators regarding network incidents. Support NOC team members and other teams in both technical and non-technical issues, providing guidance and training to NOC team members in their daily activities.
- Ensure NOC tools are functioning normally and report any technical issues to maintain their proper operation.
- Provide 24/7 assistance to all teams according to shift schedules, generate daily reports on pending faults and outages, and update network faults in the shared folder as required.
- Participate in a 24/7 on-call rotation for emergencies during holidays or natural hazards
Qualifications, Skills, and Experience
Education: Bachelor Degree in Telecommunications Engineering, Computer Engineering, or any related field
Level of knowledge: Basic Knowledge in a related field.
Certifications :
Essential:
• Driving license
• CCNA
Desirable:
• CCNP
• ITIL