Operator NOC

Responsibilities:

• Attend shifts on time, in Carrying out fault detection, analysis, troubleshooting, escalation and resolution of all Alarms, Outages, or faults. Ensure all processes and procedures are adhered to.
• Site Availability (including cascades) of assigned coverage area?
• Mean Time to Assign (MTTA) of failures
• Incident Capture Efficiency (Captured Incident/Actual Incident)
• Escalation Effectiveness (Transition between Technical and Management Escalation for incidents with long MTTR).
• Reporting Efficiency and Accuracy.
• Internal and External Customer Satisfaction.
• The candidate should attend periodically night shift.Key Roles & Responsibilities
• Assure 24 x 7 passive network elements alarms/faults monitoring, handling & troubleshooting.?
• Perform the necessary first level troubleshooting to clear reported alarms/faults.
• Book and report alarms/faults in trouble tickets and ensure proper escalations as per escalation matrix whenever necessary.?
• Coordinate and follow up with O&M stakeholders internally and externally to make sure that faults are resolved within contractual KPIs/SLAs.
• Support field teams for alarms/faults clearance as well as preventive maintenance and planned activities.
• Sites access tracking and control.