NMC Controller

Objective:

To proactively monitor, diagnose, troubleshoot and resolve all the faults that affect any of Company systems and corporate.

Roles & Responsibilities:

• Proactive coordination with all corporate customers for fault reports, degradation complaints, etc.

• Open/follow-up/close FHS tickets with proper update.

• Follow systematic troubleshooting procedures to resolve faults (customer faults or system faults reported by Monitoring Controllers).

• Administer fault rectification processes from the initiation of call to resolution of fault.

• Update HD, other departments, customer and management while abiding by the escalation procedure.

• Ensure timely handling of cases in FHS so that KPIs are met.

• Escalate to Supervisor, NOC, any cases that need intervention.

• Carry out Preventive Maintenance as per schedule.

• Assist Supervisor in preparation of Reports, Analysis etc… And in any other works assigned from time to time.

• Ensure FMC room security and tidiness as per procedures provided.

• Ensure tidiness in the NMC at all times

• To comply with ISO 9000 standards (QMS) guide lines.

• To process any additional assignment designated by management.

• Proactive monitoring of all Network Management tools and Systems including the International Links, MPLS, SDH, ZTE, DWDM,Seer etc.

• Investigate any abnormalities observed in Network Performance and alert the concerned department personnel and NMC Controller, NMC Team Leader and NMC Supervisor as per escalation procedures.

• Ensure that the systems are updated regularly and work closely with other departments to maintain up-to-date database.

• Carryout periodic preventive maintenance checks on all Network Management tools.

• Ensure maximum possible service availability & performance.

• Provide support service for engineering and technical teams.

• Maintaining accurate circuit data and routing details for major customers.

• Developing monthly reports of network faults and services affected.

• To escalate NMC Team Leader/ Supervisor, NOC Manager and other department managers where necessary to ensure network performance.

• To call out or assign standby personnel to resolve any network faults.

• Proactive Call the international providers and Major customers for any.

• Abnormal network behavior.

• To process any additional assignment designated by management.

• Ensure tidiness at NMC at all times.

• Working within a 24/7 shift pattern,

Accountability:

• Control and monitoring of FHS to ensure KPI’s are met and for escalation to Supervisor where necessary.

• Proactive Coordination between Customers and Company Engineers for fault resolution.

• Ensuring that Customers are kept informed at all stages of fault investigation and resolution and for escalation to higher management as per escalation procedures.

• Developing monthly reports as well as fault history reports for any customer as per request by higher management.

• Ensuring that Technical Data Entries in FHS are reviewed regularly and irregularities highlighted to Supervisor immediately.

• FMC and NMC security and tidiness.

Job Details

Date Posted: 2017-07-16
Job Location: Kuwait
Job Role: Engineering
Company Industry: Internet/E-commerce

Preferred Candidate

Career Level: Mid Career
Degree: Diploma

التقدم للوظيفة الان

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