Job purpose

1. Act as first level of troubleshooting support in Service Operation Center for the Network Faults, Customer care and Carrier cases under incident management process for all du IGW & Fixed Voice Network that hosting/carrying du different systems/services.
(Shifts based but requires 24X 7 availability)
1. Verification and execution of all incidents related to network operations, network automation and all other similar operational activities that support and enhance the “du” business systems, processes, and services.
1. Responsible of Network/Fault Trouble Tickets and highlight the aging and repeated TTs for next level of escalation and resolution.
Key accountabilities
1. Responsible to handle troubleshooting / resolving Fault Management, Customer & Carrier complains, efficiently communicating and effective incident handling.
1. Provide the needed on-time technical support to monitoring team for all issues happens in the domains.
1. Do the needful escalation and involve Second Line operations teams on time affecting manner in case of need, and ensuring adequate follow up and problem resolution within contracted SLAs.
1. Performing periodic analysis of incident reports and observations to proactively prevent issues from occurring.
1. Overall responsibility of running network health check reports/queries/scripts and to highlight findings.
1. Handling daily Incidents/TTs as per du operation policies and scope of work.
1. Establish and maintain effective relationship within du and external parties (Business partners, Commercial teams, Customer Operations, IT etc.) till the resolution of faults.
1. Keep Team Lead and Manager up to date with regular progress reports on incidents progress.
1. Prepare/Maintains an up-to-date documentation Manual/diagrams of the existing devices/solutions to help in incident handling and supporting in day-to-day operation tasks related to the domain.
1. Ensure monitoring and analysis of vendor performance for incident handling.
1. Prepare incidents related technical reports and documentation.
1. Support new project/ services acceptance from SOC Operations.
1. Work on any network disasters, prepare and implement alternative plans and finally restore network to deliver specified service levels.
1. Support all efforts for the simulation and actual Disaster recovery activities in order to allow for successful service restoration in case of crisis.

Minimum experience:

Minimum 6 to 7 years of experience in IGW Network for telecommunication industry.

Thorough knowledge about call routing on the Soft switch.

Through knowledge about the pre and post digit analysis in class 4 gateways to analyse the issues escalated.

Knowledge of SIP protocol and capability of analysing the traces provided by partner or captured.

High level idea of service flow within the fixed voice network and IGW’s.

Knowledge of IP networks and the basic level of understanding of the routing protocols is mandatory.

Deep Knowledge of protocol like SIP, SS7, SIGTRAN, H.248, and Q.931 is mandatory.

Idea of network performance KPI’s like ASR, ACD, NER etc & knowledge of issues which impact performance is a must.

Knowledge of ITIL framework good understanding of operational process.

Experience in Huawei Soft switches Huawei ATCA SoftX3000, ISBC, UMG8900, Alarm & Performance Monitoring using Huawei U2000.

Knowledge of Genband C20/CS2K Soft switch, BVS and HIPCC.

Job purpose

1. Act as first level of troubleshooting support in Service Operation Center for the Network Faults, Customer care and Carrier cases under incident management process for all du IGW & Fixed Voice Network that hosting/carrying du different systems/services.
(Shifts based but requires 24X 7 availability)
1. Verification and execution of all incidents related to network operations, network automation and all other similar operational activities that support and enhance the “du” business systems, processes, and services.
1. Responsible of Network/Fault Trouble Tickets and highlight the aging and repeated TTs for next level of escalation and resolution.
Key accountabilities
1. Responsible to handle troubleshooting / resolving Fault Management, Customer & Carrier complains, efficiently communicating and effective incident handling.
1. Provide the needed on-time technical support to monitoring team for all issues happens in the domains.
1. Do the needful escalation and involve Second Line operations teams on time affecting manner in case of need, and ensuring adequate follow up and problem resolution within contracted SLAs.
1. Performing periodic analysis of incident reports and observations to proactively prevent issues from occurring.
1. Overall responsibility of running network health check reports/queries/scripts and to highlight findings.
1. Handling daily Incidents/TTs as per du operation policies and scope of work.
1. Establish and maintain effective relationship within du and external parties (Business partners, Commercial teams, Customer Operations, IT etc.) till the resolution of faults.
1. Keep Team Lead and Manager up to date with regular progress reports on incidents progress.
1. Prepare/Maintains an up-to-date documentation Manual/diagrams of the existing devices/solutions to help in incident handling and supporting in day-to-day operation tasks related to the domain.
1. Ensure monitoring and analysis of vendor performance for incident handling.
1. Prepare incidents related technical reports and documentation.
1. Support new project/ services acceptance from SOC Operations.
1. Work on any network disasters, prepare and implement alternative plans and finally restore network to deliver specified service levels.
1. Support all efforts for the simulation and actual Disaster recovery activities in order to allow for successful service restoration in case of crisis.