Job Description
A. Incident Management
• Performs Network events and alarms monitoring, Level 1 fault analysis, isolation, and correction
• Interfaces and coordinate with customer service agents regarding customer complaints and Network problems
• Issues and log trouble ticketing reports, track and record problem resolution and problem escalation to responsible teams
• Performs collection of FOC/RAN, transport, and core statistics: BBH, daily, weekly, and monthly, and prepare Network resource utilization, and other KPI reports
• Performs trend analysis, benchmarking, KPI analysis and reports any network abnormalities or KPI deviations to Network Planning for evaluation and corrective actions
B. Fault Management
• Alarm Monitoring, Fault Localization/Correction/Verification
• Corrective Maintenance (centralized routines)
• Liaises with Customer Care organizations regarding Network outages
• Liaises with subcontractors and 3rd parties to resolve faults
• Liaises with other service providers regarding network outages
• Supports end-end support, coordination and control of assigned Trouble Tickets
• Supports Major service outage investigations and follow up
• Ensures planned outages are carried out/rolled back in maintenance window
• Ensures Operator Customer Care is fully updated for service affecting outages
• Work Order Control (possible execution too) outside normal working hours
Minimum Qualifications
• Bachelor’s degree in Electronics and Communication Engineering
• Licensed ECE/ CCNA Certification a must
• At least 2 years of NOC & Network Service Quality
• Experience in Customer Support, Quality Management
• Experience in Helpdesk Management
• Can do multi-tasking, dependable, and willing to work on extended hours/ shifting
Jobs Summary
- Job Level
- Associate / Supervisor
- Job Category
- IT and Software
- Educational Requirement
- Bachelor's degree graduate
- Recruiter response to application
- Always
- Office Address
- Don Carlos Palanca, Legazpi Village, Makati, Metro Manila, Philippines