MOBILY MS-EM

Date : Jul 2014 - Feb 2017

Provide advanced technical support for both the application and environment including Operating System, Database and Network. Also provide advanced complex troubleshooting assistance, problem replication/duplication and diagnostic support. Act as a gateway between the customer and the next level of resources; ensuring issues have met minimal requirements for escalation. • Support the shift engineers especially during critical downtimes or lack of manpower, Manage manpower resources, ensuring adequate personnel as required Prepares and reviews reports on a daily, weekly and monthly basis such as Outage Reports. Analyzes reports to provide management with relevant information during strategic meetings Perform shift routines and prepare daily and weekly reports on network faults and activities, Attend to customer care trouble tickets on various subscriber complaints, Monitor alarm event panels (Ericsson Win Fiol, OSSALV, OSS command handling, NSN Ext alarm, Alcatel OMCR/Citrix, Huawei Manger M2000, Mobile Element Management System) • Respond to Network Customer Support Team within agreed SLA time frame Perform Escalation and Notification to keep management and other business units informed during system outages. • Focus on monitoring customer location uptime, provide immediate support to address voice and network quality • Communicate with systems and Engineering departments as well as external carriers to resolve and prevent issues • Monitor all aspects of network/systems infrastructure and provide outbound communications • Provide 2nd level support to resolve complex, technical customer problems • Effectively communicate status to customers and internal staff.