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.