NOC Front Office Surveillance Engineer (BSS_Utran)- Ericsson Saudi Arabia
Monitor and manage 2G/3G network alarm events, service outage, network performance deterioration, customer complaint from alarm panel, constant monitor and analyze network performance consistently. This also includes providing escalation and notification of Minor, Critical and Major incidents/outages.
• Monitor alarms and performance information on the 24x7 basis.
• Perform initial analysis to identify issues follow by restoration if possible (1st line of Support).
• Perform periodical network backups and health checks to determine network status.
• Respond to Network Customer Support Team within agreed SLA time frame.
• Create and update/manage trouble tickets for any detected problem.
• Ensure all docket information are capture in activity log
• Managing technical escalation to ensure faults is rectified within agreed SLAs.
• Perform Escalation and Notification to keep management and other business units informed during system outages.
• Assist the FO shift leader in producing activity report for KPI calculation.
• Check and certified new network elements to be commissioned in operation environment within agreed KPI. (BIS)
• Assist the operation team in process improvement and ongoing development of tools and system.
• Ensure proper work progress, shift handover, data communication, team work spirit…etc.
5 Authority
• Suggest to Front Office Manager for any potential competence development of team members.
• To support and suggest uniform organizational processes.
• Assist Front Office Manager to implement changes in the processes & team structure as and when required.
• Authorized to suggest the severity level of any potential major incidences.
• Authorized to escalate to manager for any technical support constraint.
• Authorized to interact efficiently with concerned persons to solve problems ASAP.
Resumes to Sreejesh.Vasudevan@rizeconsulting.com
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