Key Accountabilities: 24/7 Network Monitoring: Accountable for continuously monitoring the network infrastructure to detect and address potential issues in real time, ensuring network reliability and uptime. Shift Worker Coordination: Effectively manage and coordinate shift workers to ensure seamless coverage during network operations, including scheduling and optimizing resources across different shifts. Corrective Intervention Management: Handle corrective intervention tickets, diagnose network issues, and implement timely solutions to minimize service downtime and maintain optimal network performance. Tier 2 Network Operations Support: Provide Tier 2 technical support for network operations, resolving complex network problems within the defined Service Level Agreements (SLAs). Escalation Management: Efficiently manage network escalations, ensuring appropriate documentation, communication, and timely resolution. Collaborate with higher-tier support and external vendors when necessary to resolve issues. Coordination with External Teams: Coordinate with higher-tier network support teams and external vendors for advanced troubleshooting and technical support when required. Core Competencies, Knowledge, and Experience: Shift Coordination: Demonstrated ability to effectively coordinate and manage shift workers, ensuring smooth transitions and continuous network monitoring across all shifts. Scheduling and Resource Optimization: Experience in scheduling and managing resources for 24/7 operations, optimizing workforce allocation to meet operational demands. Site Monitoring Expertise: Proficient in monitoring telecom sites and understanding key performance indicators (KPIs) to proactively address potential network issues. Corrective Intervention Skills: Strong capability in handling corrective intervention tickets promptly to mitigate network disruptions and minimize downtime. Troubleshooting Expertise: Advanced skills in diagnosing and resolving network issues efficiently, with an in-depth understanding of telecom network protocols and configurations. Tier 2 Support Proficiency: Ability to provide Tier 2 network operations support, including resolving complex technical issues within agreed SLAs. Escalation and Stakeholder Management: Competence in managing escalations and ensuring effective communication with both technical teams and non-technical stakeholders. Collaboration and Vendor Coordination: Experience working with higher-tier support teams and external vendors for problem-solving and issue resolution. Communication Skills: Strong ability to convey technical information clearly and effectively to both technical and non-technical stakeholders, ensuring alignment and understanding. Qualifications and Experience: Bachelors degree in Telecommunications, Network Engineering, or a related field. 3-5 years of experience in telecom network operations or infrastructure management. Proven experience in shift management, network monitoring, and troubleshooting. Certifications in networking technologies (CCNA, CCNP, or equivalent) are preferred. Working Conditions: 24/7 rotational shift environment. Occasional travel to telecom sites may be required.
