Duties & Responsibilities
- To support helpdesk daily operation, process improvement and projects.
- Handle trouble tickets and complaints received including troubleshooting and escalation within the Service Level Agreement (SLA)
- Escalate urgent or recurring operation issues to second level / vendor / management.
- Manage and follow up closely with vendors to ensure escalated issues are resolved within SLA.
- Plan and implement continuous process improvement on daily operations.
- Communicate and collaborate with internal teams and vendors for problem solving.
- Submit regular feedback and activities reports to immediate superior.
- Practice knowledge sharing and continuous learning on new services / products / promotions
Details;
- Ensure health and administer all EMS (including NMS like Solarwinds, SDM and Optima).
- Perform weekly health checks and 1st level support for TTs on EMS.
- Verify and execute MOPs to fix issues.
- Perform updates and upgrades as part of preventive maintenance.
- Manage access control (create/delete users) to all EMS.
- Perform integration of new nodes (for Solarwinds and OLOs for NFCP/Jendela).
- Participation in ongoing network projects and RFPs (e.g. Huawei BSC MOCN, DWDM expansion, VMAX POC, Jendela, NFCP, FBB Core, RGW Management and 5G).
- Perform simple automation of daily/weekly tasks.
- ISMS audit support including preparation of audit documentation and ISMS audit support.