Front Office Network Engineer At Etisalat Egypt
24/7/365 Network real-time monitoring for all Etisalat ISP Network Alarms, Events and Faults and take the proper action with concerned teams.
Interfacing with Telecommunication Carriers to solve Transmission Link failures and Power failures to resolve service issues.
Interfacing with Upstream Providers to solve International Link Failures to resolve service issues.
Establish L1 support Function that deals and attempts to remedy Trouble Tickets on Etisalat ISP Network that have been appeared
Escalating Cases that need involvement of Back Office level and follow-up on the progress.
Follow and respect all Pre-defined times (as monitoring response, investigation, resolution) relevant to each Fault Management functions and sub-functions as per process KPIs
Directs coordination efforts with Back Office, Field Maintenance, Customer Service and other teams regarding network concerns
Incident ,Trouble Ticket Management & Level-1 Support
Implement End-to-End Network TT management function (starting from problem appearance till final service restoration)
Keeping all stakeholders notified of any experienced Network Failure
Follow Trouble Ticket flow to ensure resolution within SLA.
Act as single point of contact for Network Operations Center and it is the gateway for all Network Trouble Tickets.
Create Network Incidents and execute 1st level troubleshooting either to restore the problem or forward to next level.
Provide incident management service support for all network global outages & take proper actions to handle, resolve and dispatch smoothly to the next level supporting functions.
Interface with customer Support layers for notifying, receiving, updating & resolving enterprise incidents.
Escalate repetitive network tickets to Problem Management function for further handling.
Ensure all network tickets are being managed within SLA and follow appropriate escalation paths
Supporting escalations during critical outages.
Maintain a knowledgebase of troubleshooting and problem resolution steps in addition to technical documentation of processes and procedures throughout normal operations.
Control the change process end to end.
Update the network information on configurations.
Generate regularly reports about change.
Change Implementation for some Network Related Activities like ((BW Upgrade, Traffic Transfer...)
Add Required Configuration to new RFS DSLAMs/Cards after Acceptance Phase
Add Transmission links Configuration during installation Phase.
Create ADSL Service Traffic Path through Core Network for new RFS sites
Dispatch and Direction of Field Operation
Assigning filed maintenance resource and handles the fault then takes the proper actions to resolve through interfacing direct with the onsite resource or dispatch smoothly to the next level supporting functions.
Interfacing with Concerned Team regarding TE related issues like access Site Permissions after Working hours.
Network Performance Management & Reporting
Monitor the Network Equipment’s performance and the traffic utilization using special tools to be updated with the network status for prompt actions when needed.
Performance reporting and performance report administration.
Provide Major tools used by performance monitoring functions
Creating Network KPIs Reports (Loss-Delay-jitter- ..) and share with Operation , Planning and Quality teams for further capacity decision.
Data Collection and Reporting
Update Etisalat ISP Monitoring Tools & NMSs by New RFS Devices & Transmission Links following for that the agreed naming convention.
Update Etisalat ISP Missing links & VLAN Graphs on CACTI Graphing Tool
Review & Cleanup Etisalat ISP NMSs (Alarms -Unused Configuration - Unused devices & Links)
Record Transmission Data to Network Database
Keeping daily Configuration Backups of equipment
Bachelor Degree in communications or computer science.
ITIL Service Management Background.
Must be well spoken, outgoing, organized, detailed orientated, dependable and flexible
Passion for teamwork, continuing education and problem solving
Advanced troubleshooting and problem solving abilities.
Explains the process, implications and rationale for change to those affected by it.
Works to meet individual and company goals with positive regard, acknowledgment of, and cooperation with the achievement of others’ goals.
Is open to ideas
Good Experience with reputable vendors working in this industry
Solid background in Networking – Certified CCNA.
Good Experience in xDSL Technologies.
One Year Experience in NOC .
Proven experience in xDSL Technologies , Ethernet over SDH Technology.