Assistant manager Voice NOC
Wateen Telecom (Abu Dhabi Group)
Total years of experience :13 years, 2 Months
Working as a Tech Lead (Assistant Manager) in Class-4 network of Wateen LDI/Wholesale domain and also looking configurations/operations for hosted solution based of Boston, USA.
Mainly working on troubleshooting issues related to:
• Sonus Session Border Controller - SBC5K and Ribbon Communication Sonus legacy platforms i.e. GSX/PSX/SGX/DSI/EMS & Genband NEXTONE (RSM console)
• Working on International Gateways, Policy server, Number Translation (ITFS), Number Portability (LNP), PSTN trunk groups, IP trunk groups, E1s, Dial code management, Short codes emergency calling (e.g 911, 15etc), CICs & channels, SS7 signaling Links, Routing Labels, Numbering plans, Partitions.
• Providing technical support to VOICE NOC for VoIP and TDM network
• Interconnect creation/testing with telecom operators either at VoIP or TDM platform
• Conduct formal training sessions to newly hired members of both the operations and engineering teams as needed.
• Laisaon with vendors for nationwide software/hardware upgrades and maintain internal register
• Performing call routing for all kinds of traffic either International, nationwide LL and mobile operators or transit traffic across the globe as per requested by the business team
• Performing network interconnects testing and reconciliation of call details record as per PTA policy
• Analyzing Call Data Records (CDRs) and pointing out the technical reasons for issues, bugs and errors such as - Long PDD, Low ACD, Low ASR, FAS issue etc.
• Liaising with national/international VoIP operators to improve MHT, ASR and QoS parameters
• Diagnosing the problem & opening trouble ticket and interact with Service Providers/Vendors in case of any major failure or problem in LDI Network
• Performing complete troubleshooting for all LDI POPs from switch end in co-ordinations with the Site technicians in different regions.
• Taking backups for all network elements including Policy servers, element management servers and network file servers on monthly basis
Job Description:
My main responsibility is to provide seamless connectivity and client satisfaction to enterprise clients nationwide & international. Working on a project to minimize the gaps amongst internal teams (Wireless operations, VSAT, OFC, WiMAX). Where I am devising new procedures to reduce the resolution time of connectivity issues occurring to enterprise clients.
Job Description:
I lead a team of 10 technical support executives, as a lead I trained my team and provided support to my team & department 24/7. Further job description is as follow:
Regularly attended training and coaching sessions. Learning about organization’s products or services and keeping up-to-date with any changes to them
Planning and coordinating field engineer site inspections for network maintenance
Suggest alternatives and possibilities to resolve customer’s issues on priority basis
Preparing weekly reports for management (containing number of complaints received, resolved complaints, turnaround time (TAT), network outages and duration etc.)
Job Description:
Receiving and acknowledging escalated technical complaints from the corporate complaint Helpline
Investigating the complaints on a network level (checking for network outages etc.)
Take all possible measures to timely resolve customer query and process them in accordance with Established procedures and policies
Coordinating with engineering teams(Core, Wireless Operations, VSAT, Fiber) regarding respective issues
Respond to technical queries related to Internet, Voice and Data services on different platforms
Registered with Pakistan Engineering Council (Registration No. ELECT/34668)