Job Description

Purpose:
Manage the daily 24x7 technical and operations support of Mobile & Fixed Voice Network Operation Centre, covering 3G/ 4G/ 5G, Mobile applications and Fixed Voice networks. 
Supervise the team’s network and system troubleshooting, alarm conditions and escalation processes and procedures, handling customer feedback, updating knowledge database, team performance/ training/ competency/ capabilities. 
Participate in root cause analysis while interfacing with field operation, engineering teams, equipment vendors, network service providers and Customer Service teams.

Responsibilities:

• Ensure that the networking systems run efficiently without interruption
• Handle escalated/ chronic trouble tickets, adhoc customer disputes, troubleshoot VIP/ urgent/ critical customer faults
• Communicate and coordinate to resolve network problems and customer complaints with Field Operation, Mobile Voice/ Data, VAS, Application teams and Customer Service centre via Trouble Ticketing System
• Track, resolve, and report network incidents
• Ensure all security feedback from SOC are fixed on time
• Apply innovative solutions to various networking problems and ensure that customers’ needs are properly defined and satisfactorily met
• Update knowledge database
• Guide the team about application and usage of new NMS, various troubleshooting and monitoring tools
• Work with Tier 3, vendors and different internal Product groups to launch new services and processes
• Constantly monitor effectiveness of processes, improve NOC operation and processes
• Optimally plan and deploy shift roster
• Share knowledge with the team about case studies and approaches to handle different customer faults
• Guide/ Mentor new NOC team members including the design of OJT training plans
• Participate in audits from NOC operation perspective
• Stay updated of new and emerging observability technologies
   

Qualifications

• Appropriate qualification in Electronics, Telecommunications, Communications Engineering or equivalent
• At least 5 years of supervisory experiences in a 24x7 shift environment
• Working knowledge of 3G/4G/5G/Mobile Application network operation and good network troubleshooting skills
• Knowledge of monitoring tools eg NMS, network trace and troubleshooting tools
• Able to personally provide high level of services to targeted customer base/ market, build relationships
• Strong leadership skills, excellent verbal, interpersonal and customer service skills and the ability to work effectively and efficiently with co-workers and general contractors
• Highly motivated, passionate, dedicated and creative team-player with ability to develop and maintain collaborative relationships with all levels within and external to the organization
• Excellent analytical, technical and organizational skills with the ability to effectively communicate technical issues both orally and written
• Strong written and verbal communication abilities, using correct language and grammar in a professional, diplomatic, and tactful manner
• Able to work independently with minimal supervision, planning, scheduling, and organizing professional schedule to complete actions within established deadlines, handling multiple priorities with strong attention to detail. 
• Able to handle multiple tasks simultaneously
• Able to prepare a plan that achieves stated objectives, establish, and meet project deadlines, modify plan to reflect changing priorities and successfully complete project
• Be flexible and supportive, react swiftly to and able to assimilate change positively and proactively in rapid growth environment