Functional Role: NOC Core Engineer
Skill Set: Senior
Location: Saudi Arabia
Duration: 6-months extendable
Core Front Office Engineer will be working within the Network Operations Centre.
Responsibilities:
· Monitor network alarm and create a Trouble Ticket if needed after initial checks are done.
· Log the exact time of alarm, as it appeared in OSS.
· Sent SMS to management team if the case is considered as critical
· Notify the customer through mails for outage issues as per management directions.
· Escalate critical\pending cases to shift leader to take the appropriate action. Shift leader then will immediately contact all relevant BO/ELS/Customer team leaders if needed in order to convene the appropriate resource.
· Coordinate between different groups involved, for example between BO and DNOC, TNOC, etc and follow up with them until the TT back to us.
· In case of a customer complain is received FO engineer should gather all information regarding the specific problem, and any additional information that may be needed to resolve the issue such as additional contact information or recent changes that may ultimately affect the outcome of the solution.
· Follow up MDT activities, insure that correct nodes are affected, in case of an MDT exceeded its approved window time, and outage should be opened for this case.
· Prepare shift handover that includes all updated information with all activities that have taken place.
Notes:
· Make sure that all details entered into a particular TT are accurate whenever a TT is being either created or handled.
· Be aware of SLA levels being followed and judge the severity of TT according to them.
· In case FO engineer is not sure of the impact of a certain event, he should analyze the situation presented by the alarming nodes or customer complains and inform the shift leader to classify the severity of the event as quickly as possible to determine if the event is an Outage. Event classification is used to determine if in fact there is a severe degradation or service impact in a node or nodes in the network and appropriate action(s) shall be taken to determine under what category of the SLA it lays
· If BO engineer does not have the capability to immediate log in to the network to be able to verify the nature of the fault, FO engineer may engage/use all available resource.
· The previous shift personnel should remain available until handover is complete.
Please reffer to your friends who might interested
Kind Regards,
Hasan Kaji
Recruitment Consultant
Mob +966 53 306 4046
Tel +966 1 455 7549
Fax +966 1 455 6300
Skype sis-hasan
Email hk@sis-limited.com
LinkedIn Profile: http://sa.linkedin.com/in/hasankaji (add me through hasan_kaji@hotmail.com)
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