Job Description

• Follow up problems escalated to NOC from SD via tickets base on policies and procedures • Problem follow up with POL resellers in other provinces base on policy and procedures defined by management or supervisors and according to tickets which are opened by resellers • Supporting ALL DCI links as P2P, PTMP, Intranet, based on policy and procedures defined by management or supervisors • Monitor all province and exchange links in solar winds, cacti panels and external panels of customers… • Monitoring all link that we have from DCI in solar winds, cacti, VSAT panels and external panels • Check link quality and make sure all province and Cos links are up and working properly (E1, P2P, PTMP, Intranet) • In all cases the incident must be escalated to SG2 in case SG1 is not able to solve the incident or time quota is finished before incident solves • Supporting of all call from another dep. Like (Capacity, sales, R&D) • Preparing “Incident Report” if the site goes down • Preparing reports related to customers packet loss, usage or disconnection upon sales request • Quality of data recorded in the Incidents • Time to Accept Incidents • Time to resolve incidents (Based on criticality of Incident) • Time to escalate incident (To next Tier within NOC or to outside NOC) • # of incidents resolved VS # of incidents Escalated • Change Acceptance and Handover accuracy • Call handling/Call abandoning %age (Should be greater than 85%) • Participation in Non Routine NOC tasks (Special Projects, Trainings etc.)