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Operations Support Level 3

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  • IT
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Job Details

The candidate will be based out of Customer NOC Centre and will be primarily responsible for customer service activities that are associated with updating, troubleshooting, diagnosing and repairing highly complex equipment at customer site. This role represents the company to the customer and assumes accountability for customer satisfaction with service. This role assures the operational quality of the system equipment and coordinates actions with customers to minimize down time and may provide assistance in resolving problems. Minimum Qualification Bachelors degree in Engineering (Telecom /Computer Science). CCNA or Linux Certification would be an added advantage Previous Work Experience 8 to 10 years of experience working for a service provider as a network engineer preferably in the Telecommunications domain. Essential Job Functions and Responsibilities Responsible for providing support and ensuring availability of the Alef Application Services & platforms for various servers, storages and switches. Lead and Manage the day-to-day operations and work activities of the level 1 & level 2 NOC engineers. Ensure all issues are identified, tracked, reported on and resolved in a timely manner. Must own and Collaboratively ensure to resolve technically complex and critical customer issues Diagnosis, analysis and troubleshooting of problems raised by L1/L2 using trace, analysis, debug skills and other proprietary tools Provide internal analysis and support to ensure proper escalation during outages or periods of degraded system performance. Perform Software/Patch upgrade, any configuration change as per defined processes Provide RCA for issues raised at customer site Attend outage calls to assist in isolation of critical incidents Define processes, documentation and engineering diagrams for technical day-to-day operations. Provide business value-add ensuring compliance to process, procedure and tools within the operations for Incident management, Configuration Management, Problem Management, Performance Management and Fault Management. Perform Hygiene health checks and remediation efforts across platforms Perform Routine backup procedures for software & configurations Must possess the ability to work independently with minimal management supervision and as part of regional team of engineers; Participate in Field and conference calls/meetings as required to ensure appropriate communication and distribution of technical information between groups. Demonstrate strong interpersonal and communication skills, create a positive relationship with customers and peers Be responsive to customer needs which may sometimes require outside of normal business hours or on-call basis. Maintain shift Rosters for the L1 and L2 support engineers Mentoring of new engineers and delivery of training in person to share knowledge with other engineers. Knowledge and Skills Effective interpersonal skills (written as well as verbal) Demonstrated experience in client / stake holder management Self-starter and a trouble shooter Ability to discern possible issues and proactively resolve them
Degree: ME/ M.Tech./ MS (Engg/ Sciences)

Additional Degree: BE/ B.Tech (Engineering) | B.Sc. (Science)

Experience: 8-10


Business/Systems Analysis | Configuration/Release Mgmt | Network Administration | Quality Assurance/Testing
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