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.
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