Senior NOC - Network Operations Center Engineer

***Job Purpose
The Technician 2nd Level Ops is typically working with service layer functionality activities associated to the process areas.

*** Principal Accountabilities
- Accountabilities
• Be able to perform Alarm Surveillance, Trouble Ticket Management, Change Management Monitoring for 2nd Level Service Restoration Activities.
• Be able to manage complaints from Customer Care.
• Be able to ensure Adherence to all Processes.
• Be responsible to escalate within the department / group as well as to service support units (ASP) / supplier partner functions so that service layer may be maintained at specified level.
• Be able to execute 2nd Level Ops activities and routines according to schedules defined by Shift Team Leaders/NOC Manager.
• Be able to send/receive/follow up with trouble reports sent to the delivery units/supplier/customer.
• Be responsible for Remote Service Corrective, Preventive Maintenance.
- Activities
• Ensure attendance to be on time according to 24/7 Rotation Shift Roster.
• Ensure all relevant information is captured and communicated during shift handover.
• Monitoring of all alarms on Core PS, Core CS, RAN 2G, RAN 3G, MPBN, VAS and Transmission via NMS when required.
• Trouble reporting of creation, update and closure of generated alarms and complaints.
• Ensure the quality of the content in trouble ticket is maintained.
• 2nd line trouble shooting of generated alarms and complaints.
• Fault Escalation to relevant parties/delivery units.
• Ensure inter working relationship and co-ordination of Fault origins with other Vendors.
• Ensure Management Escalation and Updates of Critical/Major Network problems per the notification and escalation process.
• Ensure the operative performance at specified level according to the contractual SLA and KPI.