Front Office Engineer (RAN Access Network)

Job Description

● Monitor continuously 24/7 the status, performance, and alarms of all network nodes and segments.
● Carry out all regular O&M routines and preventive maintenance activities.
● Acknowledge alarms based on agreed OPI and customer requests.
● Detect critical and major alarms within SLA, check the alarms that appeared in the NMS, confirm no relation with the ongoing CR/WO in the network, and perform 1st-level action commands before alerting.
● Inform Technical leaders about the important outages and updates within internal SLA.
● Ensure escalation to the Network operation management in case the alarm is not cleared within the SLA.
● Perform health check process.
● Ensure that proper alarm handling and escalation procedures are followed to ensure the shortest possible reaction and remedy time applicable to specific fault categories, and attain required service levels.
● Check in the NMS and trouble ticket system if the problem is related to an ongoing alarm, check if the alarm is related to a lack of coverage.
● Open TT (Network fault or customer complaints) in the trouble ticket system within the agreed SLA.
● Coordinate the remedy of failures by diagnosing the fault.
● Full observation of ticket dashboard and follow-up with BO, Province, and other teams.
● Close the trouble ticket when the alarm/customer complaints are confirmed that they are resolved and verify of ticket comment.
● Update the ticket with information related to the problem (best practice, information related to the field, access, complaints area).
● Hand over the clean ticket dashboard to the next shift.
● Report and address without delay any deviations and anomalies for OSS, monitoring, and ticketing systems.
● Ensure all the information regarding the trouble (alarms, customer complaints) is completed in the system (trouble ticket system, CRM, and network database).
● Effective and complete handover for running incidents among shifts.