Electro Mechanical NOC Team Lead - MS STC
Ericsson
مجموع سنوات الخبرة :14 years, 0 أشهر
Drive the efficiency and effectiveness of the Incident, Request and Change
Management process.
Provision of services to or above the contracted SLA’s as set out in the client contracts.
Monitoring the effectiveness of all processes and making recommendations for
improvements.
Maintain strong relationships between the customers, sales support an d account
management.
Development of a consolidated and fully optimized operational team where excellence is the norm,
ensuring the required levels of continuous training is in place.
Own and deliver against the agreed budget and proactively identify continuous plans for reduction of operating costs.
Deliver better than budgeted position on Service Credit penalties.
Act as a supplier to the client facing leads, communicating as appropriate to ensure that Ericsson provides a consistent message to its clients around its performance and/or any incidents experienced.
Lead and motivate the operational teams to deliver a working environment which inspires creativity of solutions and stretches the individuals to their full potential.
Provide management information in a timely manner to evidence the performance of the operation.
Champion the Clients services by resisting those changes which present unacceptable risk to the operation either by way of internal or external change.
Responsible for Disaster Recovery plans and execution locally, including internal Major Incident facilitation to return back the services to normal.
Build and develop an effective local talent pool and ensure robust succession plans are in place.
Evidenced success in reducing service impacting incidents and in building and delivering against service improvement plans.
Responsible for analyzing the faults and report them in proper escalation path.
Monitoring and diagnostic the alarms of Huawei 2G/LTE_FDD Networks through LMT and M2000.
Create a Trouble Ticket if needed within SLA levels by MOS7100 and mentioned all details entered into a particular TT after initial checks are done.
Send SMS to management team if the case is considered as Major, Critical or Emergency and notify the customer through mails for outage issues as per management directions.
Escalate outage pending cases immediately to all relevant BO/FLM/Customer team leaders if needed in order to convene the appropriate resource and follow up with them until the TT back to us.
In case of a customer complain; gather immediately all information regarding the specific problem and any additional information that may be needed to resolve the issue such as additional contact information or recent changes that may ultimately affect the outcome of the solution.
Follow up MDT activities, insure that correct nodes are affected, in case of an MDT exceeded its approved window time, and create Trouble Ticket immediately.
Handling all the Activities Requests (MDT’s / TCN's) for all Saudi Zain Network for all departments.
Responsible for analyzing the faults and report them in proper escalation path.
Monitoring and diagnostic the alarms (access and core alarms) of Huawei LTE Networks through LMT and M2000.
Create a Trouble Ticket if needed within SLA levels by MOS7100 and mentioned all details entered into a particular TT after initial checks are done.
Send SMS to management team if the case is considered as Major, Critical or Emergency and notify the customer through mails for outage issues as per management directions.
Escalate outage pending cases immediately to all relevant BO/FLM/Customer team leaders if needed in order to convene the appropriate resource and follow up with them until the TT back to us.
In case of a customer complain; gather immediately all information regarding the specific problem and any additional information that may be needed to resolve the issue such as additional contact information or recent changes that may ultimately affect the outcome of the solution.
Follow up MDT activities, insure that correct nodes are affected, in case of an MDT exceeded its approved window time, and create Trouble Ticket immediately.
Prepare shift handover that includes all updated information with all activities that have taken place.
Monitoring All MOTOROLA WIMAX equipment's using CG-EMS, PNMSJ.
Monitoring the utilization of the link and preparing the report as per requirement.
Proactively Monitoring Alerts/Alarms through N31 Server.
Resolving problems related to router hardware issue, connectivity issue.
Troubleshooting of alarm/fault as L1 support, if couldn’t be solved dispatch to L2.
Remote access and troubleshooting the Extreme Switch.
Supporting customer care Engineers to resolve customer’s problems.
Fix the BS alarms remotely using ScureCRT 5.0 software by analyzing/understanding the probable cause & their relatives, if couldn’t be solved then have to inform FE to check on the site level.
Coordinating with field Engineers (following up problems of sites, coordinating with field Engineers and try with them to solve the issues).
Follow up MDT activities, insure that correct nodes are affected, in case of an MDT exceeded its approved window time, and create Trouble Ticket immediately.
Prepare shift handover that includes all updated information with all activities that have taken place.