Front Office Team Leader (Data Center Project)

Naghsh Aval Keyfiat (NAK) Tehran

Posted 2 years ago

Job Description

● Manage Front Office Department and activity and ensure that FO is operational and staffed 24/7. ● Ensure that the FO department monitors the entire network element ● Ensure the follow-up if the TT is opened by FO Engineers and reported to NOC Management. ● Ensure handling the customer complaints within the agreed timeline. ● Ensure all alarms are acknowledged in the agreed time and for some of them based on OPI tickets created ● Ensure 24/7 monitoring and all TT are created within SLA for Data Centers (Infrastructure, Network, Servers, OS Win/Linux, Storages, VMs, and related Service or Traffic). ● Ensure FO engineers to report to senior management the entire network problem according to SLA. ● Audit troubleshooting analyses report and preventive guidance. ● Follow the critical network issues and update to NOC manager. ● Effective follow-up outages/issues with MCI Managers. ● Ensure the first level of escalation for problem solving. ● Keep Network Operation management informed of network outages. ● Ensure all the customer complaints are checked and the responsibility to solve the problem is clearly defined. ● Make sure that FO engineers supervise the service during CR implementation, and verify the service status after CR is finished. ● Ensure all network problems caused by site CR are properly followed with related teams inside and outside of the company ● Check FO on a daily, weekly and monthly report and quality improvement. Suggest changing the design of the report to make it better. ● Define and set individual and collective objectives (KPIs) for the team, cascaded down from the general department objectives, within the performance review process. ● Evaluate individual and collective objective achievements in consultancy with the department manager. ● Optimize and improve the team performance in terms of organization and proper size.

Requirements

● Experience in network monitoring, and dispatching. ● Familiar with equipment management and trouble handling and procedure of emergency. ● Telecom and IT knowledge. ● Very familiar with managed equipment and the existing architecture and configuration of the respective networks. ● Know how to diagnose and evaluate the level of complexity and urgency of a problem and make correlations. ● Performance management skills. ● Customer expectation management. ● Fault management skills. ● Good analytical and investigation technique. ● Detail knowledge of Data Center Standards, Infrastructure, Servers, OS Win/Linux, Storage, VMs, and Networks (Routing, Switching, Services, or Traffics). ● Knowledge of Infrastructures Data Center (Cooling, Power, etc.) ● Knowledge of Network Management Systems. ● Knowledge of network operation processes and interfaces. ● Knowledge of network topology, traffic handling capabilities, and traffic characteristics. ● Knowledge of network performance or configuration parameters and their interpretation and use. ● Analytical and problem-solving skills. ● Leadership capabilities ● Relationship-building skills. ● Teamwork skills ● Ability to work under pressure ● At least 5 years of related experience. ● Bachelor's degree in technical fields. In case of having an Associate's degree, you should have at least 9 years of related experience. ● Familiar with Telecom and IT network especially Data Center. ● Proficient in English. ● Good knowledge of MS Office (Word, Excel, PowerPoint, Access, Visio, etc.). ● Ability to work off hours depending on Network outages and customer requests. ● Full-time availability (24/7) to support after office hours and be able to relocate within the country.

Employment Type

  • Full Time

Details

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