Resident Engineer-OSS Administrator
Saudi Telecom Company (STC)
Total years of experience :19 years, 4 Months
The project scope is to provide OSS engineering support for all transmission equipments based on UNIX, Solaris and Linux platforms.
NMS Systems:
U 2000 Transmission - Huawei.
E-OMS - Alcatel Lucent.
TNMS- Nokia -Siemens.
ITMSC - Alcatel Lucent.
NetViewer Service Manager - Siemens.
NERA Net Master.
C-NMS - NEC.
Tellabs 8000 Network Manager
SyncView
COM OSS Engineer
Working as a project engineer to co-ordinate upgrades, troubleshooting, maintenance and investigation of technical issues between customers and tier3 Product Line support team.
To ensure closure of Trouble Tickets/Change Request raised as per SLA.
To ensure near to 100% availability of OSS Tools/Services.
To ensure regular health check and maintenance of OSS Tools.
Responsible for ensuring high availability of all Network Management Systems, OSS Tools (Fault management, Performance management, and Service Delivery Management tools) used by Front Office, Back Office, Field Team and Customer.
Multi Service Graphical User Interface (MS-GUI).
Troubleshooting and fault rectification in the OSS system.
Security Management, User Administration, User Authentication and Session Administration.
Installation of the OSS applications & software.
Installation of all required OSS change deliveries.
Installation and configuration of Application Servers.
Configuration of backup software to perform automatic backups.
Taking regular system backups, application backup, and Data Base backups and its restoration when needed.
Carryout preliminary acceptance test on behalf of STC to make sure that the system is delivered in accordance to the scope of work.
Coordinating with multiple vendors like Ericsson, NSN & Huawei installation teams for installation and initial system start-up and configuration.
Coordinating and updating project manager with current status of the deployment.
Request and carryout MDT’s to Install patches/upgrade packages provided by the vendor.
Liaison with operator and vendor to manage the installation, upgrades and renewal of NE Licenses, User Licenses, Application Licenses, etc.
Schedule full system backups, incremental backups and application backups and ensure their successful execution.
Carryout preventive maintenance checks to avoid unexpected issues on the Network Management System
Ensure the Disaster Recovery system is functional.
Participate in pilot, FOA, SW/CD deployment, Software and new feature verification, MOP generation as well as test case creation-execution.
Provide on-call support to resolve networking issues after normal business hours.
• Managing VAS products mainly RBT for Telecom Operator’s / Clients.
• Handling a team of Engineers for Network Monitoring and maintaining the quality.
• Designing and developing OBD (out bound dialers) applications.
• Designing schedules & shift allocation for team members to meet the man power requirement.
• Interact with Telecom Operator / Clients on daily basis with reports and analysis.
• Liaising with prospective and existing clients, managing new business interests and providing tailor-made business solutions for their resolution.
• Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
• Interacting with the client on a regular basis to determine the level of satisfaction & ascertain areas of potential dissatisfaction.
• Defining Deliverables.
• Liaise with various intra-department teams pro-actively.
• Liaise with technical teams for deployment & installation of hardware.
• Strategically launching new services & developing communication strategies.
• In-depth and qualitative research and analysis of Customer behavior, Usage pattern, prospective customer groups and planning strategies based on the findings.
• Ensure resolution of queries & grievances to maximize Client Satisfaction.
• Maintain excellent relationship with clients to generate avenues for further business
• Achieving revenue targets and other strategic objectives.
• Defining Quality Matrices and Parameters
• Monitoring 3 US sites and 1 Indian site
• Provide Quality Feedback to all 4 sites
• Impacting 500+ Agents, 25+ Products
• Monitoring Quality Level Trend
• Designing Modules to Enhance Quality
• Designing Quality Related Fun Activity.
Mentoring Teams
• Motivating and counseling team
• Delegating
• Processing monthly to quarterly appraisals
• Formulating future performance
• Assisting in understanding company norms and integrity
• Interacting with the client regarding updates and policies
• Ownership of several Applications being use in the Process
• Mentoring
• Customer Centricity Rollouts Maintaining Billing and Membership profile.
• Processing Claims.