Job Description

Key Accountabilities:

• 24/7 Network Monitoring:

Accountable for continuously monitoring the network infrastructure to detect and address potential issues in real time, ensuring network reliability and uptime. * Shift Worker Coordination:Effectively manage and coordinate shift workers to ensure seamless coverage during network operations, including scheduling and optimizing resources across different shifts. * Corrective Intervention Management:Handle corrective intervention tickets, diagnose network issues, and implement timely solutions to minimize service downtime and maintain optimal network performance. * Tier 2 Network Operations Support:Provide Tier 2 technical support for network operations, resolving complex network problems within the defined Service Level Agreements (SLAs). * Escalation Management:Efficiently manage network escalations, ensuring appropriate documentation, communication, and timely resolution. Collaborate with higher-tier support and external vendors when necessary to resolve issues. * Coordination with External Teams:Coordinate with higher-tier network support teams and external vendors for advanced troubleshooting and technical support when required.
Core Competencies, Knowledge, and Experience:

• Shift Coordination:

Demonstrated ability to effectively coordinate and manage shift workers, ensuring smooth transitions and continuous network monitoring across all shifts. * Scheduling and Resource Optimization:Experience in scheduling and managing resources for 24/7 operations, optimizing workforce allocation to meet operational demands. * Site Monitoring Expertise:Proficient in monitoring telecom sites and understanding key performance indicators (KPIs) to proactively address potential network issues. * Corrective Intervention Skills:Strong capability in handling corrective intervention tickets promptly to mitigate network disruptions and minimize downtime. * Troubleshooting Expertise:Advanced skills in diagnosing and resolving network issues efficiently, with an in-depth understanding of telecom network protocols and configurations. * Tier 2 Support Proficiency:Ability to provide Tier 2 network operations support, including resolving complex technical issues within agreed SLAs. * Escalation and Stakeholder Management:Competence in managing escalations and ensuring effective communication with both technical teams and non-technical stakeholders. * Collaboration and Vendor Coordination:Experience working with higher-tier support teams and external vendors for problem-solving and issue resolution. * Communication Skills:Strong ability to convey technical information clearly and effectively to both technical and non-technical stakeholders, ensuring alignment and understanding.
Qualifications and Experience:

• Bachelors degree in Telecommunications, Network Engineering, or a related field.
• 3-5 years of experience in telecom network operations or infrastructure management.
• Proven experience in shift management, network monitoring, and troubleshooting.
• Certifications in networking technologies (CCNA, CCNP, or equivalent) are preferred.

Working Conditions:

• 24/7 rotational shift environment.
• Occasional travel to telecom sites may be required.

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