Front Office Team Leader (NO Stream -DataCenter)

Front Office Team Leader (NO Stream -DataCenter) - Network Operations

Job Description

  • Manage Front Office Department and activity and ensure that FO is operational and staffed 24/7.
  • Ensure that FO department monitors the entire network element
  • Ensure the follow up if the TT is opened by FO Engineers and reporting to NOC Management.
  • Ensure handling the customer complaints within the agreed timeline.
  • Ensure all alarms acknowledged in agreed time and for some of them based on OPI tickets created
  • Ensure 7*24 monitoring and all TT are created within SLA for Data Centers (Infrastructure, Network, Servers, OS Win/Linux, Storages, VMs & related Service or Traffic).
  • Ensure FO engineers to report to senior management the entire network problem according to SLA.
  • Audit troubleshooting analyses report and preventive guidance.
  • Follow the critical network issues and update to NOC manager.
  • Effective follow up outages/issues with MCI Managers.
  • Ensure first level of escalation for problem solving.
  • Keep Network Operation management informed for network outage.
  • Ensure all the customer complaints are checked and the responsibility to solve the problem is clearly defined.
  • Make sure that FO engineers supervise the service during CR implementation, and verify the service status after CR finished.
  • Ensure all network problems caused by site CR are properly followed with related teams inside and outside of company
  • Check FO on a daily, weekly and monthly report and quality improvement. Suggest for changing the design of the report to make it better.
  • Define and set individual and collective objectives (KPI’s) for the team, cascaded down from the general department objectives, within the performance review process.
  • Evaluate individual and collective objective achievements in consultancy with the department manager.
  • Optimize and improve the team performance in terms of organization and proper size

Requirements:

  • Experience of network monitoring, dispatching.
  • Familiar with equipment management and trouble handling and procedure of emergency.
  • Telecom and IT knowledge.
  • Very familiar with managed equipment and the existing architecture and configuration of the respective networks.
  • Know how to diagnose and evaluate the level of complexity and urgency of a problem and make correlations.
  • Performance management.
  • Customer Expectation Management.
  • Fault management.
  • Good analytical and investigation technique.
  • Detail knowledge in Data Center Standards, Infrastructure, Servers, OS Win/Linux, Storages, VMs & Network (Routing, Switching, Services or Traffics).
  • Knowledge of Infrastructures Data Center (Cooling, Power, …)
  • Knowledge in Network Management Systems.
  • Knowledge about network operation processes and interfaces.
  • Knowledge of network topology, traffic handling capabilities and traffic characteristics.
  • Knowledge of network performance / configuration parameters and their interpretation and use.
  • Analytical & Problem Solving.
  • Persistence & Perseverance.
  • Leadership capabilities
  • Relationship Building.
  • Resource management
  • Rigor & Organization.
  • Team Work.
  • Ability to work under Pressure
  • At least 5 years of related experience and BS degree in technical fields. In case of having an Associate Degree should have at least 9 years of related experience.
  • Familiar with Telecom and IT network specially Data Center.
  • Proficient English.
  • Good knowledge of MS Office Pack (Word, Excel, PowerPoint, Access, Visio, etc.).
  • Ability to work off hours depending on Network outages and the Customer requests.
  • Full time availability (24x7) to support after office hours and be able to relocate with in the country.