Wassim Iskandar

- Perform 3rd level troubleshooting in all tickets related to Internetworks problems escalated by customer’s Service Desk/Incident Management in order to fix the problems and find root cause for it to maintain customer’s Network operations

- Contacting vendors and following up until problem resolution

- Timely and high-quality handling of all subcases dispatched to IOC-Global Queue

- Use all forms of training provided by Equant to keep up-to-date with existing and new services and technologies

- Improvement of the OBS knowledge base

- Provide support to all GCSC staff in relation to questions concerning technical assistance, status of subcases or existing processes for routers related issues

- Respond to customer’s technical inquiries

- Provide coaching and support for team members

- Crisis management team leader for Cairo MSC (Major Service Center) network problems

- Act as the high level of technical escalation for the Service desk and incident management department by leading and providing technical guidance and support for these entities towards problem resolution - Lead NPE shift and support other team members in escalated issues and technical resolutions

- Perform Problem Management activities when issues are received till determining root cause of problems

- Update the Known error data base with new errors found and publish them after acquiring the appropriate approval

- Interact with vendors (Cisco, Nortel, ...etc.) as well as the engineering teams in problem management activities

- Cooperate with trend analysis teams to determine specific malfunction incidents trends and detect the root cause of service deterioration

- Technical guidance by conducting technical trainings to other teams in area of expertise in coordination with Orange training department

- Act as the Global expert team in some required network services,  i.e ISDN, XIS and legacy technologies

- Support Installation teams when technical assistance if needed

- Responsible for the verification and/or recommendation of the correct and appropriate hardware/software configuration of equipment towards resolution of customer faults

- Provide technical support for the resolution of repeated/chronic problems if requested

- Resolve customer configuration problems, identify product malfunctions, and simulate communication problems in lab environment for problem resolution

- Designing & providing technical input to the company’s technical and procedures knowledge base following the “ ITIL” standards

- Undertake any other reasonable tasks assigned by the management board

- Managing incidents and deciding their solution strategies.

- Troubleshooting layer 1, 2, and 3 problems.

- Helping customers to understand technical info and troubleshoot their own network.

- Communicating with several teams all over the world to get the problem solved.

- Managing people to get tasks done.

- Dealing with regional managers and acquiring their help for decisive solutions.