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Senior NOC Technician (Pakistan)

1.00 to 10.00 Years   Islamabad, Pakistan   10 May, 2022
HAUD Systems
1 Jobs Openings
Job LocationIslamabad, Pakistan
EducationNot Mentioned
SalaryNot Mentioned
IndustryOther Business Support Services
Functional AreaNot Mentioned

Job Description

POSITION: SENIOR NOC TECHNICIANLOCATION: OFFICE BASED (ISLAMABAD, PAKISTAN)The Semior NOC Technician is responsible for 24x7 NMS, Ticket management & all communications with Global Telecom client NOCs and Messaging Business Units, spanning the entire HAUD Solutions global footprint.Role and Responsibilities:

  • Respond to Customer?s requests and inquiries
  • Real-time monitoring on the Network Monitoring System (NMS)
  • Compilation of data on respective alarms prior escalating such alarms as per severities with the relevant teams
  • Preliminary investigation, classification, and acknowledgement of NMS alarms as per SOP
  • Initial alarms trouble shooting (logs, traces, CDRs), alarm verifications, impact analysis and next actions
  • Follow-up with responsible departments for resolving escalated/pending alarms.
  • Logging of Tickets on the Ticketing System
  • Updating of the Ticketing System with the latest progress on all tickets, following internal SOPs based on Industrial Standards
  • Mastering the current inhouse developed applications and platforms to be able to provide immediate responses to platform related clients? queries
  • Preliminary investigation, classification, and acknowledgement to the respective clients, of all opened tickets as per SOP
  • Initial support ticket trouble shooting (logs, traces, CDRs), ticket verifications, impact analysis and next actions
  • Escalating Tickets to relevant teams at 2nd Line
  • Follow up on Opened Tickets Internally as per SLAs till resolution
  • Updating Customers with progress as per SLAs
  • Tickets Reports and Analysis on Daily, Weekly and Monthly basis
  • Handling and assistance in the execution of Change Requests including scheduling, process flow ownership, customer communication and execution
  • Assistance in technical operations, maintenance, clients? installations, and upgrades 24x7 activities, such as but not limited to:
    • Assistance in UAT and migration
    • System Health Monitoring
  • Execution of minor / routine technical activates

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