Enterprise Operation Back Office Senior Engineer.Network Management

Job Purpose

To provide the highest level of standard technical after sales support for the enterprise services, internet, L2VPN, MPLS,VPLS , International VPN ,Video Streaming and WIFI to ensure compliance to performance targets (KPI´s) and overall customer satisfaction.

Report To Position Name

• To professionally troubleshoot customer’s enterprise services complaints (internet, VPN, IVPN,WIFI, Video Surveillance) implemented over different media (Leased Line,PreWimax, Microwave and 3G) and either solve customer complaint remotely or allocate field maintenance resource if needed. This should be done in a timely and effective manner to achieve organizational target MTTR.
• To document all troubleshooting and any case management actions via HP Trouble Ticketing System to track customer’s failure history and build knowledge database.
• To evaluating Change request, Planned Activities, that affect enterprise customers’ operation pre and post change implementation (wireless Services)
• To contribute in any network taskforce that affect customer’s solution, performance or stability.
• To ensure cases are escalated to the most appropriate department as part of the case flow process and follow up is done to minimize Customer’s MTTR.
• To ensure that the technical escalation process is in line with company escalation matrix to achieve customer satisfaction and target MTTR.
• To contributing in backbone network congestion notification that affect customers to achieve organizational one team, one goal target
• To contributing in backbone network failure troubleshooting to minimize overall customer’ Failure MTTR.
• To recommend customer’s connections transfer to another backbone network path upon experiencing any network failure.
• To adhere to established Key Performance Indicators (KPI) to achieve corporate targets
• To indicate that the problem has been passed to problem management in case the failure/incident categorized as problem
• To undertake any other reasonable task as assigned

Job Purpose

To provide the highest level of standard technical after sales support for the enterprise services, internet, L2VPN, MPLS,VPLS , International VPN ,Video Streaming and WIFI to ensure compliance to performance targets (KPI´s) and overall customer satisfaction.

Report To Position Name

• To professionally troubleshoot customer’s enterprise services complaints (internet, VPN, IVPN,WIFI, Video Surveillance) implemented over different media (Leased Line,PreWimax, Microwave and 3G) and either solve customer complaint remotely or allocate field maintenance resource if needed. This should be done in a timely and effective manner to achieve organizational target MTTR.
• To document all troubleshooting and any case management actions via HP Trouble Ticketing System to track customer’s failure history and build knowledge database.
• To evaluating Change request, Planned Activities, that affect enterprise customers’ operation pre and post change implementation (wireless Services)
• To contribute in any network taskforce that affect customer’s solution, performance or stability.
• To ensure cases are escalated to the most appropriate department as part of the case flow process and follow up is done to minimize Customer’s MTTR.
• To ensure that the technical escalation process is in line with company escalation matrix to achieve customer satisfaction and target MTTR.
• To contributing in backbone network congestion notification that affect customers to achieve organizational one team, one goal target
• To contributing in backbone network failure troubleshooting to minimize overall customer’ Failure MTTR.
• To recommend customer’s connections transfer to another backbone network path upon experiencing any network failure.
• To adhere to established Key Performance Indicators (KPI) to achieve corporate targets
• To indicate that the problem has been passed to problem management in case the failure/incident categorized as problem
• To undertake any other reasonable task as assigned

QUALIFICATIONS_ESSENTIAL

• B. Sc. in computer or Communications Engineering
• Good interpersonal and communication skills
• Good time management, and organizational skills
• Ability to work under pressure
• Ability to deal with multiple tasks
• Problem solving skills
• Need a willingness to learn and expand knowledge
• Proactive, self motivated and determined attitude
• Team work, uses a team approach to solve problem when appropriate
• Ability to build relationships with peer and management levels both with clients and the company management
• Flexibility in terms of working hours
• A determination to process tasks according to pre-defined processes is essential
• Very Good - Excellent in Arabic & English (Reading, Writing & Oral)

QUALIFICATIONS_DESIRABLE

-N/A

EXPERIENCE_ESSENTIAL

• At least 2---3 years relevant experience in the telecommunication industry
• Good Knowledge in Network elements (Cisco, Huawei , Juniper)
• Good Knowledge in networking, routing a, switching and WAN Technologies
• CCNA is a must
• MPLS and MBGP is a must

EXPERIENCE_DESIRABLE

-Quality Of Service is desirable

-ITI is desirable

CERTIFICATIONS_ESSENTIAL

Essential:

• Attending communication, writing and reporting Skills training
• DSL Technologies training
• MPLS technology training
• Huawei Technology training (IP DSLAMs ,routers, NPEs ….etc)
• Switching
• Any new service that is deployed by Etisalat data solution
• Routing (BGP, MBGP, OSPF…)
• WAN Technologies
• Video Streaming
• Wireless Technologies (3G,WIFI,Microwave,Pre-Wimax)

Desirable:

• VOIP

Juniper hardware training

• Quality Of service

QUALIFICATIONS_ESSENTIAL

• B. Sc. in computer or Communications Engineering
• Good interpersonal and communication skills
• Good time management, and organizational skills
• Ability to work under pressure
• Ability to deal with multiple tasks
• Problem solving skills
• Need a willingness to learn and expand knowledge
• Proactive, self motivated and determined attitude
• Team work, uses a team approach to solve problem when appropriate
• Ability to build relationships with peer and management levels both with clients and the company management
• Flexibility in terms of working hours
• A determination to process tasks according to pre-defined processes is essential
• Very Good - Excellent in Arabic & English (Reading, Writing & Oral)

QUALIFICATIONS_DESIRABLE

-N/A

EXPERIENCE_ESSENTIAL

• At least 2---3 years relevant experience in the telecommunication industry
• Good Knowledge in Network elements (Cisco, Huawei , Juniper)
• Good Knowledge in networking, routing a, switching and WAN Technologies
• CCNA is a must
• MPLS and MBGP is a must

EXPERIENCE_DESIRABLE

-Quality Of Service is desirable

-ITI is desirable

CERTIFICATIONS_ESSENTIAL

Essential:

• Attending communication, writing and reporting Skills training
• DSL Technologies training
• MPLS technology training
• Huawei Technology training (IP DSLAMs ,routers, NPEs ….etc)
• Switching
• Any new service that is deployed by Etisalat data solution
• Routing (BGP, MBGP, OSPF…)
• WAN Technologies
• Video Streaming
• Wireless Technologies (3G,WIFI,Microwave,Pre-Wimax)

Desirable:

• VOIP

Juniper hardware training

• Quality Of service