Monitor continuously 24/7 the status, performance, and alarms of all data center nodes and segments.
Detect critical alarms within SLA, check the alarms that appeared in the OSS/NMS, and perform 1st-level action commands before alerting and updating to FO Shift Leader, FO team leader, and NOC manager.
Inform technical FO support about important outages and updates within internal SLA.
Ensure escalation to the network operations management in case the alarm is not cleared within the SLA.
Ensure that proper alarm handling and escalation procedures are followed to ensure the shortest possible reaction and remedy time applicable to specific fault categories, and attain the required service
Distribute SMS notifications for network summary/major outages on time.
Control MTTA, MTTR, and other KPI per shift.
Ensure the first level of troubleshooting and escalation for problem-solving.
Close the trouble ticket when the alarm/Customer complaints are confirmed that they are solved.
Update the ticket with information related to the problem (best practice, information related to the field, access, complaints area).
Ensure all the customer complaints are checked and the responsibility to solve the problem is clearly defined.
Supervise the service during CR implementation, and verify the service status after CR is finished.
Ensure all network problems caused by site CR are properly followed by related teams inside and outside of the company.
Create TT when CR time expires and it is faulty.
Report CR status in the change management/trouble ticket system when CRs are finished.
Prepare handover report for all open tasks to the next shift.
Update the database for any change that happened in the network during the shift.
