Job Purpose
Monitoring and troubleshooting the fixed broadband network to ensure smooth availability and stability of company’s network performance and internet service delivery to the customer.
Report To Position Name
24/7/365 Network real-time monitoring for all Etisalat ISP Network Alarms, Events and Faults and take the proper action with concerned teams.
Keeping all stakeholders notified of any experienced Network Failure
Interfacing with Telecommunication Carriers to solve Transmission Link failures and Power failures to resolve service issues.
Establish L1 support Function that deals and attempts to remedy Trouble Tickets on Etisalat ISP Network that have been appeared
Escalating Cases that need involvement of Back Office level and follow-up on the progress.
Follow and respect all pre-defined times (as monitoring response, investigation, resolution) relevant to each Fault Management functions and sub-functions as per process KPIs
Implement End-to-End Network TT management function (starting from problem appearance till final service restoration)
Follow Trouble Ticket flow to ensure resolution within SLA.
Act as single point of contact for Network Operations Center and it is the gateway for all Network Trouble Tickets.
Create Network Incidents and execute first level troubleshooting to either restore the problem or forward to next level.
Provide incident management service support for all network global outages & take proper actions to handle, resolve and dispatch smoothly to the next level supporting functions.
Interface with customer Support layers for notifying, receiving, updating & resolving enterprise incidents.
Assigning filed maintenance resource and handle the fault then takes the proper actions to resolve through interfacing direct with the onsite resource or dispatch smoothly to the next level supporting functions.
Interfacing with Concerned Team regarding TE related issues like access Site Permissions after Working hours
Monitoring and Supporting Etisalat Misr Gated Communities and Business Park Strategic Projects Operation that includes but not limited to initiating L1 function within ISP network segment, Escalating and follow up with Managed Service Mobile Teams, in addition to seeking the root cause.
Monitoring and Troubleshooting IVPN Transmission Links issues and interfacing with local and international carries in addition to upstream providers to restore the strategic critical service.
Follow up with different back-office teams / FM for cases that needs their intervention in Gated Community cases.
Troubleshooting MSAN global issues related to MSAN Cabinets, DSL/FTTH Interconnections and Enterprise Interconnections.
Troubleshooting Microwave Peering Points with Etisalat Misr ISP through initiating L1 function within ISP network segment, Involving Network BO Teams if needed, coordinating with Enterprise BO / Managed Service Mobile Teams/ISP FM for the site joint visit to accelerate service recovery.
Control the change management process end to end to ensure service availability after implementation.
Record change management violations and escalate to his manager.
Monitor the Network Equipment’s performance and the traffic utilization using special tools to be updated with the network status for prompt actions when needed.
QUALIFICATIONS_ESSENTIAL
- Bachelor Degree in communications or computer science.
QUALIFICATIONS_DESIRABLE
- Solid background in Networking – Certified CCNA, CCNP
- Good Experience in fixed broadband Access, Transmission and Core Technologies.
- Good background in Service Lifecycle through the best practice – ITIL
EXPERIENCE_ESSENTIAL
- 1+ Years professional experience in Internet Service Provider/Vendor including 1-year experience in NOC.
EXPERIENCE_DESIRABLE
CERTIFICATIONS_ESSENTIAL