مدیر BO

Job Description

• Perform Second Line Maintenance support for all Core, BSS, TX, VAS, BS, and other Network Elements and associated components.
• Organize daily NOC operation meeting.
• Ensure the trouble ticket resolution within the required SLA.
• Focus on the MTTR for all levels of faults and produce reports for the department.
• Coordinate directly with other dept. till the issue is solved.
• Resolve the problems within SLA.
• Take responsibility for maintaining the network and take ownership in case of any critical outage/activity performed in the network.
• Carry out hardware and software expansion/faults for the existing operational network.
• Escalate the trouble ticket to the third Line (Vendor Care services) when needed, and follow up until a resolution/solution is provided.
• Suggest Optimization activities, performance, and analysis.
• Involved/supervise all related / critical planned activities, like migrations, Re-homing, Site shifting/integration, new node integration in the network, or any critical fault that occurs.
• New software release updates and implementation when they become available.
• Monitor the system Clear Codes daily and perform activities to minimize the occurrence.
• Attend/arrange meetings internally within the BO team.
• Recognize training requirements of the back office personnel and give coaching where applicable.
• Get involved in software & hardware upgrades.
• Provide technical support to FLM engineers in case of hardware/software issues at the site.
• Design Performance Criteria for BO engineers.
• Work Plan for back office based on main goal and priorities defined by operations management.
• Authorize NMS system/support systems and/or utilization of additional and specialized (custom) tools used.
• Handle Management Escalation routines within the Back office.
• Attend in management meetings in the capacity of Assessment / Goal setting responsible for Back Office activities.