Team Leader Operations
Huawei Technologies
Total des années d'expérience :16 years, 11 Mois
Team Leader
WIFI services
▪ Working as Team Leader which involves direct reporting to Huawei management and STC management
▪ Accountable for client's overall customer satisfaction.
▪ Remote support for all customers inquiries and tickets
▪ Collects and records documentation including customer set-up documents and implementation related information
▪ Ensuring all Managed Service provisions are delivered on time and in accordance with business customers expectations and customer requirements
▪ Set clear objectives, evaluate progress against objectives, and instill performance-oriented culture with focus on accountability
▪ Monitoring and record attendance and manage issues as appropriate
▪ Work with the Service management function to ensure key SLAs are met for provisioning and support and to ensure progress updates are provided as required where service issues are identified
▪ Summarizes progress of project and prepares interim and project completion reports
▪ Facilitates efficient and effective internal team and external customer meetings
▪ Efficient in handling different client portals (SAP Portal, BPM portal, BMC Remedy, STC HUB) and also various applications (Esight, U2000)
NOC Engineer
MSAN and VDSL Technologies
Operate, Maintain, and supervise the STC Fixed Access network by doing 24x7 shift-based Operations to achieve and enhance service stability, network performance, availability, and Customer satisfaction.
Solving Trouble Tickets in RTTS related to Access Technologies including MSAN, DSLAM, VDSL and RAN Nodes in STC Fixed Access Network.
Analyze the fault, fault localization and troubleshooting.
Continuous and effective coordination with other teams including Transmission NOC, Data NOC, Video NOC, Switching NOC, Enterprise NOC, Power NOC, and Field maintenance team for trouble tickets troubleshooting and solution.
Identification of root cause of the network faults to perform the proactive actions and ensuring fault free environment.
To monitor and observe the network performance and provide recommendations for network enhancements to Network Design team.
Prepare the periodic Network operations reports and perform PMR (Periodic Maintenance Routine) to proactively identify and solve the faults before causing real damage to services
Working under SLA based environment to handle each ticket within allocated time.
Telecom Engineer
IPTV/OTT services
▪ Working as IPTV Engineer for the IPTV/OTT project for Huawei in Saudi Telecom Company.
▪ Responsibilities include the management of the day-to-day maintenance, system administration, and performance engineering of the IPTV STM-16 links.
▪ Providing support and assist with root cause analysis, troubleshooting of technical issues, identification of interim work-around solutions, as well as the testing and implementation of identified solutions and change management.
▪ Coordinating with TNOC, INOC and MCR in case of outage or flap of STM -16 primary and backup link
▪ Minimizing the fault ratio and easy troubleshooting of 238 Live Channels, TV on Demand (TVOD), and Video on Demand (VOD), SVOD, Content Package and IPTV components issues.
▪ Configuration on Operation Support System (OSS) for IPTV Subscriber management like Creations Modification of Subscriber's package, ID creation & allocation to customer.
▪ Incident reporting and ticket logging with the remote help desk.
▪ Handling NMS like I2000, BMS Remedy and Tivoli CIC.
▪ Co-ordination with different vendors for successful deployment of IPTV services.
▪ Providing Field support to technician for complete installation of IPTV system (STB, modem)
▪ Urgent support in case of complaints and involve in complete commissioning and maintenance of modem and STB for VIP and VVIP customers.
▪ Working Knowledge on RTTS, CMT, NPTS, etc.
▪ Export some reports to customer (Check List, Performance, Outage Channel Report, Opened Ticket Report, and IPTV Weekly Report).
▪ Prepare Daily & Weekly KPI for our project.
▪ Managing association of transmission equipment’s on NMS (TNMS, Net viewer, ITM-SC, eOMS, and U2000) for vendors like Siemens, Alcatel lucent, Huawei.
▪ Monitoring of alarms and events of different NMS for various vendors.
▪ Responsible for the migration of traffic as per network design requirements for all the above mention vendors.
▪ Carrying out MDT (Maintenance down time) and TC (Threatening condition) activities time to time to have cutover for new nodes addition to the network or shifting live traffic between the nodes.
▪ Provide expert guidance to MC (Maintenance Centre) stations staff when required.
▪ Preparing and implementing (design and provisioning of circuits) the traffic in the network as per the designed CWO (circuit work order) sheets.
▪ Analyze and propose the solution to manage problems in the network.
▪ Designing new design layout for association visibility management.
▪ Assigning the Task to related Work Group through BMC Remedy.
▪ Keeping a track of all the work assigned to our group in BMC Remedy.
▪ Good working knowledge on DCN Network.
▪ Preparation of the daily/weekly/monthly report for the Quality of Service (Daily Critical Rings Report, Pending Tickets via using Remedy Trouble Tickets system). In addition, consolidating a performance report keeping in view individual basis and Group wise.
▪ Preparing KPI report monthly and compute the percentages of association as per agreed SLA (Service Level Agreement).
▪ Planning and provisioning the 2Mb Circuits, VC3, STM1, STM4, STM16 link on Nortel SDH Systems (TN-1C, TN-1X, TN-4XE, TN16XE) for BTS, POI, DLC and Lease line Customers through Preside (Nortel Network Management System).
▪ Carried out Feasibility and Constraint analysis and project required TX Hardware to meet New Customer Requirements.
▪ Provisioning of E1’s to ensure End to End connectivity for the Broadband and Customer Links.
▪ Managing, collecting all data for Plan Event of 2CNO project. Coordinating the Plan Event with Field.
▪ Working with EVDO, SOLO and COLO project (GSM project).
▪ Providing 2CNO (2 Cut Not Out) project for STM BSC link during night under maintenance window.
▪ Working on RDN (Reliance Data Network) links (upgradation and degradation of traffic).
▪ Bandwidth and Capacity planning on high cap/DWDM optical 10G network including Nortel (HDX; DX), Marconi.
▪ Testing & Trouble Shoot all the above service in coordination with Field.
▪ Assigning the Task to related Work Group through Clarity.
▪ Rerouting of traffic in case of multiple fibres cut.
▪ Involved in Auto Provisioning Project on Transport Network through Clarity - OSS.
▪ Worked on Reliance WIN project and Auto provisioning on Transport Network through Clarity -OSS.
▪ Maintain all Services Provisioning data.
▪ Meeting Enterprise Customer requirements by providing them optimum designs for Transmission connectivity within SLA.
▪ Maintenance of CLR (Circuit Layout Record) by using Clarity (Operation Support Software).
▪ Clarity Ensures end-to-end Circuit view ability, Optimizing Workflow and defining Work Order Activities, Database Integrity at par ISO standards.
▪ Timely CLR modification to comply changes in path & attributes.
▪ Generation & maintenance of internal databases in MS-EXCEL
(62.56%) duly attested from Saudi Council of Engineers.