Front Office Network Surveillance Engineer
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الوصف الوظيفي Monitor and manage Ericsson 2G/3G/ LTE network alarm events, service outage, network performance deterioration, customer complaint from alarm panel, constant monitor and analyze network performance consistently. This also includes providing escalation and notification of Minor, Critical and Major incidents/outages. Monitor alarms and performance information on the 24x7 basis. Perform initial analysis to identify issues follow by restoration if possible (1st line of Support). Perform periodical network backups and health checks to determine network status. Respond to Network Customer Support Team within agreed SLA time frame. Create and update/manage trouble tickets for any detected problem. Ensure all docket information are capture in activity log Managing technical escalation to ensure faults is rectified within agreed SLAs. Perform Escalation and Notification to keep management and other business units informed during system outages. Assist the FO shift leader in producing activity report for KPI calculation. Check and certified new network elements to be commissioned in operation environment within agreed KPI. (BIS) Assist the operation team in process improvement and ongoing development of tools and system. Ensure proper work progress, shift handover, data communication, team work spirit…etc. Suggest to Front Office Manager for any potential competence development of team members. To support and suggest uniform organizational processes. Assist Front Office Manager to implement changes in the processes & team structure as and when required. Authorized to suggest the severity level of any potential major incidences. Authorized to escalate to manager for any technical support constraint. Authorized to interact efficiently with concerned persons to solve problems ASAP. Main Tasks To support the NOC organization in regards to daily support issues. To suggest actions and initiatives to enhance daily operations within the NOC. المهارات Good knowledge in written and spoken English Good communication skills Good in analytic and investigation technique Excellent team player Technical Competence Good knowledge of the network topology, its traffic handling capabilities and traffic characteristics. Good knowledge about network operation center processes and interfaces. Good knowledge of network implementation / integration processes. Good Knowledge in OPS script. Good PC skill. Training, Education and Experience Degree within Electrical Engineering/Telecommunication Engineering/Computer Science / Computer Engineering or equivalent. Minimum 3 years of experience in Operation & Maintenance / support or service environment.
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