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Job Description
Responsible for all real-time monitoring of Transmission network alarms and alerts received from the NMS, EMS and NE’s. The incumbent will be responsible for identifying and diagnosing all network alarms/alerts and performing first level intervention on all incidents before raising escalation tickets to Network Support and/or Field Teams.
Alert/Alarm Management
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Always ensure compliance to privacy and security standards
Security
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Handle support calls and advise clients in customer friendly manner
Customer Support
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Perform basic daily and weekly system health checks to ascertain system uptime
Health Checks
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Report on all matters affecting service quality
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Escalate all matters on time so that service is restored asper SLA metrics agreed with clients;
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Update the incident management system with appropriate information whenever any incident occurs;
Reporting
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All stakeholder notification
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Closure of TT
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Escalation to appropriate teams until resolution
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Raising of Trouble Ticket
Ticket Management
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Undertake first level problem Diagnosis, Correlation and intervention
Problem Management
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To ensure effective monitoring of all network and service alarms in all transmission and customer connections
Minimum Qualifications
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Diploma in Telecommunications or a relevant qualification
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Member of EIZ or ICTAZ
Key Competencies and Skills
Years of Experience Required
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2 years’ experience working in a support role or in the Network Operations Centre
