The Job:

• Monitor the alarms in Transmission & IP Network domains using Operations Support System (OSS), Element Management Systems (EMS) and other network management tools 
• Proactively identify any abnormal behaviors in Services and Network incidents. 
• Investigate the incidents with diagnosis procedures using Remote Maintenance Terminals by executing necessary command 
• In the event of remote rectification is possible, take necessary rectification actions to resolve the incident and minimize service and customer impact 
• Correlate the findings with the alarms and observations in other domains to find the root cause of the incident
• Create Trouble Ticket (TT) and Work Orders (WO) within the given SLA to report and escalate the incident with diagnosis details
• Evaluate the possible service and customer impact during an incident based on alarms and performance data analysis. 
• Immediate escalation to 2nd level Operation Support team and field support team (if site visit is required) during critical Network and Service Problems.  
• Update SOC Shift Lead regarding the incident for necessary management and other stakeholder coordination 
• Monitor the status of the incident and coordinate with involved parties in incident resolution process. 
• After incident rectification, verify the services using the service and performance monitoring tools and close Trouble Tickets with relevant updates
• Verify the planned maintenance activities are obtained necessary approvals via Planned Maintenance Workflow system or email communication and escalate any nonconformities. 
• Provide technical assistance during the planned activity execution  
• Verify the service restoration after the planned maintenance activity and coordinate with other stakeholders during the verification process. 
• Perform any Job-related assignments or other duties as and when required by supervisor(s) depending on the competencies identified/gained. 

The Person:

• Ideal candidate should have NVQ level 5/IVQ level 5 qualification / HNDE/NDT/NDES/Diploma in Technology (OUSL)/Advanced Diploma in Telecommunications Technology/Advanced Diploma in Constructive Technology/National Diploma in Engineering Technology etc.
• Communication skills, people management skills, knowledge of Telco industry would be added advantages