Job Description

• Consult, clarify and prepare Work Orders with sequesters (like Planning and Optimization Department for parameter change, Implementation Department for new site integration, etc.), ensuring that they include accurate and sufficient level of information for execution, create minimum disturbance to on-going business, detailing affected parts of the network, possible risks, adequate measures for back up and fall back, recommended time for execution, as well as post implementation tests to verify correct functioning of the network. • Assist equipment suppliers, contractors, partners and other departments (Planning and Implementation) in preparing specifications for equipment supply and commissioning. • Provide special support to Planning and Optimization Department. • Follow alarm handling and escalation procedures where a fault is report to Front Office Operator in Charge, so ensure the shortest possible reaction and remedy times applicable to specific fault categories, and attain the required service levels. • Assist Front Office engineer in charge in Fault Diagnosis, including its Severity Level, if not determined within the required period. • Take charge of remedy of failures where Front Office in Charge has failed to resolve the fault remotely within the required period and report it to senior management. • 2nd Line Support shall be scheduled for 24/7 standby according to Duty Rota with fallback positions. • 2nd Line Support s shall carry multiple independent means of communications (e.g. competitor’s SIM), where on Standby (primary or fallback position). • Report timely on fault remedy progress to Front Office engineer in charge, to ensure the latter is current with resolution status and in a position to update Trouble Ticketing System/ Fault Log accordingly. • Follow Trouble Ticket logging procedures with system Vendors (CSR), update and train Front Office engineer on the same where necessary. • Perform Second line support for the related Network element (BSS, NSS, Transmission, core …). Provide Remote support to all FMs team if required. • Work on site if required (in case FM team failed to solve the issue by remote support) and ensure to solve the problem within the agreed SLA. • Perform daily health check performance and analysis, report immediately in case of any ambiguity. • Check the Network Utilization on daily basis and then suggest recommendation for approval and execution. • Implement New Software/CDs whenever available/required. • Ensure 2nd line Trouble ticket management, fault diagnosis, remote fault resolution, management and control. • Monitor the system critical/Major alarms on a daily basis and perform activity to minimize the occurrence. • Prepare action plan to erase network problem for the occurred problems. • Implement quality check programs on the domain. • Work closely with Network performance team to check the quality of the network and prepare action plan in case of abnormal situation not detected by the Front Office, send the report of the investigation to network performance if needed, and request WO for execution. • Responsible for accurate and timely problem remedy, escalation to Vendor Support or Field Operations as required. Follow up on and drive remedial efforts, incl. vendor support or field maintenance where engaged, until the closure of Trouble Ticket. • Prepare weekly meetings with the Vendor support to define action plan regarding the on-going trouble tickets, prepare CR/Work order with network performance and optimization department taking in consideration Vendor support comments and recommendation. • Follow with the vendor support WO/CR execution to solve the problem, and check the performance to ensure the problem is solved. • Follow the creation of the new network element in the OMC’s via receiving the CR/WO, check the parameters. • Support Network integration for the integration of the new elements, and ensure all alarms are cleared before any confirmation. • Confirm to the all the concerned team the integration of the new element without reserves, in case reserves need to be highlighted, and request to remove all the reserves before putting the element network on air. • Verify that network installations and activities are performed according to safety rules. • Report and address without delay any deviations and anomalies. • Ensure all the information regarding the trouble (Alarms, Customer complaints) is completed in the system (Trouble Ticket system/CRM/Network Database). • Archive the trouble, all the best practice to be shared with the other technical department. • Ensure all the changes done in the network are updated and confirmed in the change request tools. • Trained Fresh engineer and some team mate which specified by team leader, Manger. • Having great team work in order to improve team performance.