1. Assists the O&M Supervisor, NOC to design, creates and distributes reports.
2. Assists in the tracking of NOC data and documentation and shares with client or internally.
3. Schedules duties hours and timetable of his staff, to have 24/7 network surveillance, as per contract.
4. Ensures that proper processes & procedures are being followed, gives recommendations for improvement in work and reporting.
5. Assists the O&M Supervisor, NOC with SLA reports by giving feedbacks on outage, root cause and supports the O&M Manager for communication with the client e.g. SLA violation, penalties etc.
6. Monitors network, assigns trouble tickets, follows up and escalates them based on site importance (e.g. hub sites, backbones and collocated sites etc) as per escalation matrix, until resolution.
7. Ensures that all alarms are attended and followed up, in a timely manner and according to agreed SLAs and KPIs.
8. Ensures that every reasonably effort is made to restore service in an event of an outage within SLA time frame.
9. Responds to any emergencies and incidents of violation of SLAs and supports the O&M Supervisor in communication with client, assists in preparing the incident reports etc …
10. Guides NOC staff in their duties, keeps them motivated & provides assistance in technical matters.
11. Ensures all documentation and reports are created and shared within i engineering and clients on time.
12. Coordinates within i engineering and with clients at all level for performing his/her duties.
13. Ensures proper care of all company assets assigned to his/her area such as tools, mobile DG’s, vehicles, accommodations etc
14. Validates the reports and information from field, ensures data is entered in to customer & iengineering data bases and relevant reports are generated.
15. Plans preventive & corrective maintenance, implements, monitors, controls and follows up with issues found till closure.
16. Gives recommendation to superior for process improvement and resources including but not limited to Human, tools, equipment & transportation

1. Ensures that all OH&S/QMS procedures are daily monitored and followed.
2. Follows all policies and procedures for monitoring, testing product availability, and incident management.
3. Implements and follows policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
4. Proactively reviews processes, documentation and procedures to keep updated on operational activities.
5. Prepares and distributes a variety of reports as requested by Supervisor or Manager.