Shift leader Front Office NOC IT&VAS Engineer
Diyar United Company
Total des années d'expérience :10 years, 6 Mois
My Principal Duties and Responsibilities include the following:-
• Very Good knowledge of the telecom architecture with the applications running it.
• Very Good Knowledge of BMC Remedy ticketing.
• Very Good knowledge of OWS (Huawei Ticketing follow-up System).
• Escalation of Customer tickets that we daily receive it from Helpdesk team that they cannot resolve it from there side.
• Identifying recurring problems with bundles / promotions and escalating to the correct teams.
• Escalation of SD tickets for any application issues belong to the back office.
• Very good follow up with back office and escalation procedure for any Major/Critical issues.
• Identifying of (Critical P1), (Major P2), (Minor P3) issues, contacting the applications owner, and escalating accordingly.
• Use of Netboss to monitor (IT&VAS) nodes if there is any alarm affecting any system or server that should be handle by Back Office engineers then escalate it accordingly.
• Monitoring of IN nodes and identifying the critical files not reaching certain nodes.
• Monitoring of all the HUSI tickets that related to any activity to update, upgrade, or roll back the system at any time, also monitoring all the alarms for this activity.
• Monitoring of ISP bandwidth utilized.
• Monitoring RAS (Retail Access System) Siebel transactions like orders that being stuck as (submitted & failed) and contacting all downstream system owner to resolve those orders.
• Use of Ericsson BSCS system for mediation and provisioning and Billing teams.
• Use of Ericsson CSAT system for IN Charging system team to identify issues with MSISDNs (Offers, validity, dedicated accounts, balance, UT, data usage) also Read & Analyze successful CDRs.
• Use of Matrix system for to check Digital Prepaid lines issues as (Package, Line balance/validity and Activation/Renewal/termination transactions).
• Use of Huawei HLR (HSS) to check MSISDN number profiles.
• Use of NPG/MNP (Mobile Number Portability) and NMS systems for port in/out customers.
• 24/7 operations, First/Second level support in provide technical supports for Extreme Switches, Firewalls, DNS and Radius server nodes.
• Tools worked upon SQL, BMC Remedy, RAS, BSCS, Graphical User Interface, ESM, MBC/IN/CSAT, PUTTY and Huawei U2000.
• Work involves daily routine health checkup, preventive maintenance activity, traffic analysis, day-to-day connectivity issues.
My Principal Duties and Responsibilities include the following:-
1. Tendering:
• Provide support for tender specification analysis and proposal presentation, through customer discussions & feedback on past technical experience and applicable Terms
& Conditions
• Provide cost estimates of all activities related to local operations (manpower, logistics, electronics and communications materials, etc...).
2. Technically:
• Installation, programming, commissioning and maintenance of the most modern Traffic Signal, Controllers, Loops cables, virtual cameras detectors, radars and wireless communication equipment installations.
My Principal Duties and Responsibilities include the following:-
• Service Operation Center monitoring for IT&VAS.
• Very Good Knowledge of BMC Remedy ticketing.
• Very Good knowledge of OWS (Huawei Ticketing follow-up System).
• Escalation of Customer tickets that we daily receive it from Helpdesk team that they cannot resolve it from there side.
• Escalation of SD tickets for any issues in the applications of the back-office.
• Very good follow-up with back-office and escalation procedure of any major issues.
• Identifying of (Critical P1), (Major P2), (Minor P3) issues, contacting the applications owner, and escalating accordingly.
• Monitoring of ISP bandwidth utilized
• Monitoring RAS (Retail Access System) Siebel transactions
• Use of MINSAT for IN Charging system, Use of BSCS for provisioning and Billing
• Use of HLR (HSS) to check MSISDN profiles
• Use of NPG and NMS systems for port-in and port-out customers
• 24/7 operations, First/Second level support in provide technical supports for Extreme Switches, Firewalls, DNS and Radius server nodes.
• Tools worked upon SQL, BMC Remedy, RAS, BSCS, Graphical User Interface, ESM, MBC/IN/MINSAT, PUTTY and Huawei U2000.
• Work involves daily routine health checkup, preventive maintenance activity, traffic analysis, day-to-day connectivity issues.
My Principal Duties and Responsibilities include the following:-
• Responsible for incident investigation, diagnosis and recovery within the defined service levels.
• Replaces defective or inadequate software packages.
• Provides timely, accurate and unambiguous updates to the ticketing system.
• Provide the support required closing service events promptly, within the SLA and to the satisfaction of the customer, Provide updates as required by Service Desk.
• Installs, modifies and makes minor repairs to personal computer hardware and software systems. Investigates and resolves software and hardware problems of computer users and provides technical assistance and training to system users.
• Coordinates activities with help desk, network services, or other information systems groups.
• Refers major hardware problems to service personnel for correction.
• Answers, evaluates, and prioritizes incoming Remedy Tickets, telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with software and computer-related problems.
• Installs personal computers, software, and peripheral equipment.
• Prepares standard statistical reports, such as helpdesk incident reports.
• Attends meetings and seminars to obtain information useful to technical training staff and to inform management of technical programs and goals.
• Responds to user inquiries concerning systems operations and diagnose system hardware software, and operator problems; collects information about problem and leads user through diagnostic procedures to determine source of error; determines whether problem is caused by hardware or software.
• Oversee the change management and release management processes, maintain change, and release process documentation.
• Uses the appropriate operating systems, hardware, tools and/or paper documents to maintain the configuration management system, including the configuration management database (CMDB).
Teaching basics of communication subjects.
•Troubleshooting and Configuring variety of computer issues.
•Installing hardware drivers and software programs.
•Installing and troubleshooting Windows (XP, Vista, 7, 8, 8.1 and 10).
•Installing and troubleshooting Windows server (2003, 2008 and 2012).
•Installing and troubleshooting Microsoft Office (2007, 2010 and 2013).
•Knowledge in network client configuration (NIC, TCP/IP, DNS, DHCP, etc...).
•Offering technical support on site, via phone and email.
Subjects:- 1) FIRST SEMESTER: INTRODUCTION TO COMPUTER, PHYSICS 1, CHEMISTRY, MATHEMATICS 1, ESP 1, ENGINEERING MECHANICS 1, MANUFACTURING TECHNOLOGY. 2) SECOND SEMESTER: STRUCTURED PROGRAMMING, PHYSICS 2, MATHEMATICS 2, ESP 2, ENGINEERING MECHANICS 2, ENGINEERING DRAWING & PROJECTION, INDUSTRIAL RELATIONS. 3) THIRD SEMESTER: PROGRAMMING APPLICATIONS, ELECTRICAL CIRCUITS 1, MATHEMATICS 3, TECHNICAL REPORT WRITING, AESTHETIC EDUCATION & ART APPRECIATION, SOLID STATE ELECTRONICS. 4) FOURTH SEMESTER: DIGITAL LOGIC DESIGN, MATHEMATICS 4, ELECTRICAL CIRCUITS 2, ELECTRONIC DEVICES 1, SCIENTIFIC THINKING, MEASUREMENTS & INSTRUMENTATION. 5) FIFTH SEMESTER: COMPUTER ORGANIZATION, MATHEMATICS 5, ELECTRICAL POWER & MACHINES, ANALOG & DIGITAL CIRCUIT ANALYSIS, ELECTRONIC DEVICES 2. 6) SIXTH SEMESTER: NUMERICAL ANALYSIS, ELECTRONICS MATERIALS, ELECTRONICS AMPLIFIERS, ELECTROMAGNETICS, INTRODUCTION TO COMMUNICATION SYSTEMS, MATHEMATICS 6. 7) SEVENTH SEMESTER: INTRO.TO MICROPROCESSORS, AUTOMATIC CONTROL SYSTEMS, OPERATION RESEARCH, ELECTROMAGNETIC WAVE PROPAGATION, MICROELECTRONIC CIRCUITS, STATISTICAL COMMUNICATION THEORY. 8) EIGHTH SEMESTER: MODERN CONTROL ENGINEERING, ENGINEERING ECONOMY, ELECTRONIC MEASUREMENTS, ELECTROMAGNETIC TRANSMITTING MEDIA, ANALOG SIGNAL PROCESSING, INTRODUCTION TO DIGITAL COMMUNICATIONS. 9) NINTH SEMESTER: SENIOR PROJECT 1, OPTICAL COMMUNICATIONS, MOBILE COMMUNICATIONS, DIGITAL SIGNAL PROCESSING, ANTENNAS ENGINEERING, INFORMATION THEORY & CODING. 10) TENTH SEMESTER: SENIOR PROJECT 2, ACOUSTICS, SELECTED TOPICS IN COMMUNICATIONS, MICROWAVE TECHNOLOGY, ADVANCED COMMUNICATION SYSTEMS, PRACTICAL TRAINING.
science department
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