Kuwait City, Al Asimah, Kuwait
Coordinating and managing the activities of front office team members engaged in checking network performance and hourly tasks done by the FO team. Organize and assign duties and tasks to front office team members Handling any network incident across all FO domains and provide all needed reports to drive the incident troubleshooting. Handling any network outage crisis and provide the way of crisis handling based on crisis type. Auditing the network behavior regularly... Provide all network reports like ISP usage power level report, and all needed audit reports for network operations and team performance. Establishing front office team member work schedules monthly and arrange extra shifts of team members Identify and recommend solutions to the front office team member and office issues or problems.
Recognized, identified and prioritized incidents in accordance with business requirements, organizational policies, and operational impact. • Provided timely response to all incidents, outages, and performance alerts. Performance management and Alert management on CORE Telecom systems through U2000(Huawei) ,NAC08,Switch Commander(Nokia Siemens), PRTG Graph etc as per SLA and OLA. Created and tracked operational issues tickets and improved operational efficiency • Handled corporate complaints customer complaints from customer care through trouble tickets emails and phone calls • Categorized issues for escalation to appropriate technical teams • MNP (Mobile Number Portability) trouble shooting and solutions in cooperation with other operators viz,STC and Ooredoo • Resolved first level alarms and problems using appropriate tools, ticketing system and escalate the required to second level within the time frame. • Participated in diagnosis and troubleshooting activities within the second line support. • Documented procedure and activities for future reference.
• Experience in IN applications running on Unix (SUN SOLARISIS), and Nokia Siemens @vantage commander system. • Applied Basic UNIX shell scripting & SQL for various applications • Work in shift providing support to customer regarding IN, including investigation and trouble shooting • Preparation and Analysis of IN traffic data such as no. of successful calls, unsuccessful calls, BHCA,Subscriber status report and preparation of technical procedures. • Resolution of call related problems of prepaid customers by analysis of Call Data Records. • Regular system health checks & backups of IN Data
• Preparation of daily, weekly, monthly sales report. • Data manipulation to uncover trends and insight. • Importing data from various external sources. • Exporting data to external sources through reports or spreadsheets. • Bank reconciliation report