Job Description

- Monitor continuously 24/7 the status, performance and alarms of all network nodes and segments. Carrying out all regular O&M routines and preventive maintenance activities. - Detect Critical alarms within SLA, check the alarms appeared in the OMC/NMS, confirm no relation with the ongoing CR/WO in the network, and perform 1st level action commands before alerting. - Achieve remote or direct actions on equipment (troubleshooting purpose) according to rights, alert Field engineer in case the alarm is still pending, and follow up the Field engineer on the alarm clearance. - 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. - Ensure that proper alarm handling and escalation procedures are followed ensure the shortest possible reaction and remedy time applicable to specific fault categories, and attain required service - Receive the customer's complaint sent by Call Centre, check the origin of the problem, and confirm if it’s under technical responsibility. - Check in the OMC/NMS and Trouble ticket system if the problem is related to on-going alarm, check if the alarm is related to lack of coverage. - Inform the Customer Care about the first investigation and the owner to solve the problem. - Follow the resolution of the customer complaints with the related network teams within agreed SLA. - Advise affected parties (Customer Care and similar) of network faults and outages (whether planned or not), their extent and anticipated duration, as well as of eventual remedy.levels - 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. Assign the ticket to dedicated network team for resolution within the agreed SLA. - Update Trouble Ticketing System/Fault Log accordingly. - Provide support to the teams in the field to reduce delay of the outage and give them all the necessary information needed to handle the alarm. - Check in the OMC/NMS if really the alarms are cleared. Check with Customer Care the update status of the complaints. - Close the trouble ticket when the alarm/Customer complaints are confirmed that they are solved. - Update the ticket with information related to the problem (best practice, information related to the field, access, complaints area…). - Follow for CRs surveillance quality, monitor from beginning and end the CR. - Coordinate Field Maintenance activities according to the schedule prepared by Field Operations Manager and control the Site access (BTS, Core site). - Coordinate execution, and where appropriate, executing Work Orders, as endorsed by 2nd Line Support Engineers (configuration changes and testing). - Manage and assist contractors, who provide maintenance services on site. - Create TT when CRs time expired and there is faulty. - Perform System healthy check when CRs are finished - Report CR status in Change Management/Trouble Ticket System when CRs are finished.