IT NOC & Service Desk Engineer
STC Kuwait
Total years of experience :19 years, 1 Months
Monitoring Unix & Linux servers - Data base for all departments servers - Veritas NetBackup System - Alarms
on OPManager for Data storage and CPU - STC Kiosk Machine Dashboard - Digital View alarms for payment
servers - APP Dynamic alerts for load balancer - AVAYA server and speech-log call record system.
* Publish the Maintenance & activity for the concerned departments and following up till clearing the activity
* Handling SD portal complains from STC staff and assigning to the concerned team
* Generate periodical reports to management
* Monitoring layer 2 switches and routers for branches and investigating the issue as level 2 troubleshooting
* Creating / Disable access request for all STC staff ( emails - active directory - PACI - attendance system - CBS
- TABS - AVAYA - Speech log )
* Handle access complains from all STC staff via phone and emails
Follow defined processes and procedures and workflows
Follow-up customer issues/incidents via email & telephony in a timely manner as defined in procedural
documentation
Ensure performance thresholds are within set Key Performance indicators (KPI)
Build sustainable relationships and engage customers by taking the extra mile
Ensure personal/team qualitative and quantitative targets are achievable
Monitor communications such as emails and notifications ensuring they are done in timely manner
Generate reports to customers and management
Ensure shift roster coverage meets organizational requirements
Training new team members for the job and providing refresher training on the job to team members
Ensuring Departmental documents are updated, and creating the required where gaps are identified, such as and
not limited to workflow and procedural documents
Escalate to direct manager when events/incidents occur
Maintain department documents, configuring and managing monitoring tools (MRTG & PRTG)
Handle Zain Data center tasks such as Huawei monitoring Platform (iManager NetEco 6000)
Troubleshooting Huawei PDU8000 Modular power distribution cabinet on Zain Data Center
Configuring all the network devices on MRTG and PRTG monitoring tools such as MPLS, switches, routers, base
stations, rectifiers, antennas and LTE service.
Level 2 troubleshooting on L2vpn and L3vpn.
VPLS troubleshooting on Infinet wireless technology.
Level 1 MPLS troubleshooting on U2000 MPLS, NEC MS5000 and U2020 MBB servers
Level 1 LTE troubleshooting on HSS9860 Service Management, Huawei MSS and USN operation and
maintinance system.
Level 1 troubleshooting on Cisco Hosted Collaboration Solution (HCS) for Voice Service and ISDN voice service
using SIMA server
troubleshooting different technologies such as Microwave connectivity, Fiber links, ISDN, LTE, MPLS, Juniper and
Cisco
Creating Microwave topologies
Work on AAA and OAM WIMAX authentication servers.
Monitoring Global ISP provider traffic such as GPI, STC and Kalemat Iraq.
Monitoring and troubleshooting for WSM alarm and dragon wave on Microwave technology - wireless equipment
such as PACKETMAX, PACKETWAVE, WIP, Infinite and WIMAX.
Monitoring, troubleshooting and configuring WI-MAX products (DX-250— SCWX500W—AX226 --- IMW-C601W)
Follow-up customer issues/incidents via email & telephony in a timely manner as defined in procedural
documentation
Ensure performance thresholds are within set Key Performance indicators (KPI)
Build sustainable relationships and engage customers by taking the extra mile
Meet personal/team qualitative and quantitative targets
Monitor calls quantitatively and qualitatively
Monitor communications such as emails and notifications ensuring they are done in timely manner
Generate reports to customer
Provide on the job training/couching to new team members
Escalate to direct manager when events/incidents occur
Provide computer system administration, local area network administration, and system/network security.
Maintain hardware, software, tools and reference material for network.
Troubleshoot network to include connectivity, hardware and software issues.
Manages the creation and transition of user’s accounts/mailboxes and network printers tactical and garrison
environments.
Install Web servers, file servers, print server’s domain name servers, and mail servers