Objective:
To proactively monitor, diagnose, troubleshoot and resolve all the faults that affect any of Company systems and corporate.
Roles & Responsibilities:
• Proactive coordination with all corporate customers for fault reports, degradation complaints, etc.
• Open/follow-up/close FHS tickets with proper update.
• Follow systematic troubleshooting procedures to resolve faults (customer faults or system faults reported by Monitoring Controllers).
• Administer fault rectification processes from the initiation of call to resolution of fault.
• Update HD, other departments, customer and management while abiding by the escalation procedure.
• Ensure timely handling of cases in FHS so that KPIs are met.
• Escalate to Supervisor, NOC, any cases that need intervention.
• Carry out Preventive Maintenance as per schedule.
• Assist Supervisor in preparation of Reports, Analysis etc... And in any other works assigned from time to time.
• Ensure FMC room security and tidiness as per procedures provided.
• Ensure tidiness in the NMC at all times.
• To comply with ISO 9000 standards (QMS) guide lines.
• To process any additional assignment designated by management.
• Proactive monitoring of all Network Management tools and Systems including the International Links, MPLS, SDH, ZTE, DWDM,Seer etc.
• Investigate any abnormalities observed in Network Performance and alert the concerned department personnel and NMC Controller, NMC Team Leader and NMC Supervisor as per escalation procedures.
• Ensure that the systems are updated regularly and work closely with other departments to maintain up-to-date database.
• Carryout periodic preventive maintenance checks on all Network Management tools.
• Ensure maximum possible service availability & performance.
• Provide support service for engineering and technical teams.
• Maintaining accurate circuit data and routing details for major customers.
• Developing monthly reports of network faults and services affected.
• To escalate NMC Team Leader/ Supervisor, NOC Manager and other department managers where necessary to ensure network performance.
• To call out or assign standby personnel to resolve any network faults.
• Proactive Call the international providers and Major customers for any.
• Abnormal network behavior.
• To process any additional assignment designated by management.
• Ensure tidiness at NMC at all times.
• Working within a 24/7 shift pattern.
Accountability:
• Control and monitoring of FHS to ensure KPI’s are met and for escalation to Supervisor where necessary.
• Proactive Coordination between Customers and Company Engineers for fault resolution.
• Ensuring that Customers are kept informed at all stages of fault investigation and resolution and for escalation to higher management as per escalation procedures.
• Developing monthly reports as well as fault history reports for any customer as per request by higher management.
• Ensuring that Technical Data Entries in FHS are reviewed regularly and irregularities highlighted to Supervisor immediately.
• FMC and NMC security and tidiness.
Job Details
| Date Posted: | 2016-05-04 |
| Job Location: | Kuwait |
| Job Role: | Technology/IT |
| Company Industry: | Internet/E-commerce |
Preferred Candidate
| Career Level: | Mid Career |
| Degree: | Bachelor's degree |
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