Job Family Descriptor
Responsible for the equipment’s operation and maintenance (Fault, configuration, alarm, performance and security) or network components to drive network efficiency and availability. Ensure efficient and effective technical customer service as per SLAs. Manage Technical Support Center (helpdesk) and operations of escalation desk/tickets for all NOC and SOC issues. Review L3/L4 incidents and ensure resolution efficiency to ensure smooth operation and maintenance of network components and other specified equipment (e.g. ATMs) to drive network efficiency and availability. This group of specialists provides technical expertise in assisting clients with installations, maintenance, upgrades and repairs for IP, Transport, Voice and Mobility, WLA ATMs. Maintain quality standards to achieve optimal levels of operation and KPI targets. Provide last mile support for service assurance of all business segments across TCL. Tracks and monitor network traffic and performance to ensure minimal interruption to transmission and/or network switches. Ensure adequate monitoring of various network aspects panning across different service and ensuring quick and appropriate resolution of network issues (remote as well as on-field). Monitor vendor performance, particularly critical incidents, delayed cases, non-adherence to SLA, etc. Lead implementation for any new network updates, Planned Activities and change Management. Corrects network and SOC problems effectively and in a timely manner. Drive initiatives, industrialization, and efficiencies to network facilities for improvements (i.e. enhancements, updates, upgrades, new systems). Establishes tools and procedures to monitor network performance. Assure platform and service availability to the customers, through least cost routing, thereby ensuring SLA compliance and QoS of the customer services.
Broad outline of the Role
May be an individual contributor or may lead a team through expertise in most or all areas within Service Assurance. Tactical role which provides a marked contribution to defining the direction of new processes, standards or operational plans based upon business strategy, with a significant mid term impact on business unit overall results. May lead important projects that require providing experienced project team members with instruction, guidance and advice in all aspects of the project to ensure delivery of quality outcomes. Provides a second level management to a group of one or more teams led by a supervisor/team leader which in turn could comprise a combination of professional, technical administrative staff. Identifies problems and significantly improves, changes or adapts existing methods and techniques. Focus is on implementation and control rather than policy and strategy development. Impact of decisions made is short-term in nature. Self-sufficient, capable of identifying key issues and priorities and focusing on these to deliver required results with minimal direction and supervision. Able to identify problems and significantly improve, change or adapt existing methods and techniques. Education: Engineering graduate (Telecom preferably) (CCNA certification preferred) Experience: 10 – 12 years
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