Description
- Must have got working experience of Ericsson Core, GPRS and IN nodes
- Monitor network alarm and create a Trouble Ticket if needed after initial checks are done. Log the exact time of alarm, as it appeared in OSS and specify appropriate severity and service impact.
- Creating tickets for any Core/GPRS/IN network problem as and when reported by the respective teams or the customer.
- Performing health check of the nodes by running OSS scripts and ensuring no alarms are missed
- Sending escalation SMS to management and the customer, if the case is considered as critical/service affecting.
- Escalate critical/pending cases to shift leader to take the appropriate action.
- Coordinate between different groups involved, for example between BO, Field, DNOC, TNOC, etc and follow up with them until the issue gets resolved.
- RTTS tickets should be responded meeting response time & hold time SLA, including routing the TTs from other departments to the respective vendor.
- Answering queries from the customer, other vendors and departments accordingly and without delays over email, SMS & phone calls.
- Creating tickets on behalf of IREG team and coordinating with foreign operators during odd hours and weekends.
- In case of a customer complain is received FO engineer should gather all information regarding the specific problem, and any additional information that may be needed to resolve the issue such as additional contact information or recent changes that may ultimately affect the outcome of the solution.
- Follow up MDT activities, insure that correct nodes are affected, in case of an MDT exceeded its approved window time, and outage should be opened for this case.
- Coordinating with performance team for any degradation in the KPIs after netwok problem, MDT/TCN activities and as per demand.
- Closing MDTs/TCNs in the portal according to their implementation.
- Prepare shift handover that includes all updated information with all activities that have taken place.
- Preparing daily/weekly reports and updating in the reports portal.