Enterprise Services Support Engineer

Job Description

As a bold global technology leader, our products and services touch the lives of millions, as well as lending a huge helping hand to some of the country?s most crucial organisations. From contactless payments to connecting emergency services, our technology delivers some truly exciting initiatives, not to mention the incredible connections we make on a global level every single day. We rely on the brightest sparks to help us deliver new innovations. So if you believe, like we do, that technology can help us imagine, create and realise a more connected future ? then we need you to help us achieve that goal! We?re focused on building the best network, providing a knockout digital experience and giving back the very best to our customers. Not bad for a company you thought was just a mobile network provider, right? We?re here to prove we?re no one trick pony and our technology reach goes way further than you imagined. Read on to find out just how far....With us you will:?Be responsible for Managing the Enterprise day to day Operations objectives for all Fixed products (CI, SIPT, IPVPN, EVPN, WDM,SD-WAN?Etc.), which includes configuration & provisioning and troubleshooting End to End responsibility, Order desk function and ensure all the services are handed over within the agreed SLA with the business and customers.?

• Manage the day-to-day operations of the Fixed including Enterprise and Broadband configuration, ensures that work processes are implemented as designed and comply with established standards and procedures.
• Manage ?the order desk function to track for the full e2e cycle of the enterprise products delivery
• Responsible for and coordinate the provisioning:
• IP platforms (BNGs, customer CPEs, backhaul routers, NNIs?etc.)
• Tx Platforms (Microwave, WDM, ONT?etc.)
• Voice platforms ( ?IMS, CTS, SBC, HSS, SIP, H232, PBX, Signalling flow to establish IMS call, Call flow for voice,
• Performance report products
• Order desk to log the new requests and customer orders in the system
• Apply service configuration for enterprise solutions (CI, IPVPN, EVPN, SIP-T, PRI, WDM?etc.)
• Apply service request for configuration changes
• Engagement with Sales, Presale and Technology solution and delivery teams
• Configuration management.
• Update and maintain configuration database/inventory
• Handover tested services to service operation team on a technical level.
• Coordinate the troubleshooting of new product deliveries in case of failures with other stakeholders.
• Handling the incidents/follow up with various teams until problem resolution within agreed SLA for all enterprise services (CI, IPVPN, EVPN, DDOS, DWDM, IOT?etc.)
• Proactive Monitoring and ensure Associated actions are proposed to resolve the alarms. Regular health checks performed to avoid uncontrolled outages.
• Contribute to the identification of opportunities for continuous improvement of processes and practices.
• Develop Complete preventive maintenance schedule, and validate reports sent by Vendor to reflect the actual performance in the monthly invoicing
• Respond quickly and effectively to resolve various trouble tickets, monitoring system and network performance issues in accordance with applicable policies, standards and procedures. And Comply with and perform quality assurance programs.
• Keep manager well informed about operational and maintenance issues associated with fixed customers.
• Serve on a rotational on-call schedule for emergency repairs and maintenance and Insure satisfactory completion of work

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