Senior Noc Engineer
STC Kuwait Telecom Company
Total years of experience :11 years, 4 Months
Responsibilities:
• Implantation and Administration of OPManager monitoring tool
• Implantation and Administration of Application manager monitoring tool
• Administration of SD Portal ticketing system
• Administration of VERITAS Netbackup monitoring tool
• Administration of Foglight Monitoring tool
• Monitoring business resources via HPOM, HPNNM, HPSM software’s
• Monitoring business applications via Appdynamics Monitoring tool
• Monitoring business resources via Digital View Monitoring tool
• Monitoring business resources via I200 Monitoring tool
• Observing and Monitor different services & server’s “UNIX, Linux, Window, Oracle financial server,
Symantec NetBackup, Network Device, Businesses Transactions”
• Provide 24/7 Operations Support including system monitoring & user’s support. OS & DB Backups and
restoration
• Improving team capability to manage more task and take more responsibility and Drive action plans to
ensure employee motivation and engagement
• Offering guidelines and goals to direct reports, to achieve units KPIs
• Build shared folder document for Front office
• Review, communicate and coach to daily performance, quality, behavior and attendance standards at the
individual and team level. Utilize formal correction action procedures as required
• Ensure that all functional resources are continuously available for the delivery of services: people, tools, and
facilities, etc. and delivered on a 24x7 basis
• Coordinating with BO teams and third-party vendors
• Tracking Issues as in bulk and document all defects and resolutions in detail
• Generating all kinds of reports as requested from management and BO teams using ticketing systems, Power
BI, MS Excel
• Analyze, determine, escalate any issue related to the systems to the BO teams
Responsibilities:
• Point of contact for team members as a resource on all technical trouble-shooting issues
• Provide support to customers and team members, pertaining to software functionality,
incident resolution, and system configuration via email and telephone
• Support internal customers seeking technical and non-technical assistance associated
with the full range of products
• Research and communicate technical findings associated with all products, and resolve
warranty issues, and effectively communicate recommended solutions back to the
customer
• Identify trends in the field and report them to the appropriate department(s)
• Prepare responses to customer message board inquiries, acts as specialist for certain
hardware or software products, etc
• Monitor and critique technician’s phone and trouble-shooting interaction with
customers and document assessment
• Collaborate with engineering team to resolve complex support issues
• Work with marketing department to manage and improve FAQs and improve other
customer-facing support tools
• Develop global training material for technical and managerial staff using MS PowerPoint
and Visio
• Provide training for new hardware/software, internal systems, and train both technical
and non-technical audiences using lab settings with individuals, groups, or class size
• Create ad hoc, monthly, and quarterly reports and presentations for senior Support staff
and executive management
• Assist team lead in development and maintenance of Technical Support test lab
environment (various server/PC hardware and software updates, upgrades, and
troubleshooting) and the Level 3 Technical Support web site
• Special projects as determined by senior Customer Support management
• Attend weekly and monthly product ‘roadmap’ meetings representing TS
• Achieve the SLA
Responsibilities:
• Provides quality customer support to drive customer satisfaction
• Documents technical issues and develops test cases to address similar concerns in the future
• Diagnoses and troubleshoots network issues to avoid downtime
• Monitors cases and handles critical customer accounts
• Maintains compliance with standard operating procedures to ensure data security
• Gives timely and relevant customer updates for cases being solved
• Works with various teams to resolve problems
• Manage AD, DNS, DHCP
• Dealing with various types of printers
Bachelor Management information systems