• Effectively diagnose and solve day-to-day customer concerns and issues, involving other team members to resolve as needed• Solicit and report on customer feedback• Analyzing customer feedback looking for ways to improve customer experience and identify future feature needs/opportunities• Manage all customer deployments for GCR IT Intruder Alerting Service, including: planning deployment, tracking deployment details, following up on issues/actions, managing communications; deploy / return GCR Security Canary to customer sites to businesses in Ottawa• Tracking and reporting on key performance indicators related to the pilot activities• Defining and documenting processes as needed based on project maturity and relevant industry best practices.

Fault management through coordination of monitoring, escalation, troubleshooting, tracking and resolution of all incidents and outages (critical, major and minor) on radio access network (2G & 3G) according to agreed processes and defined SLA to ensure high availability thereby minimizing potential for business disruptions. • Coordination of MS Vendors (Huawei, NOKIA SIEMENS, ALCATEL-LUCENT, and IHS) activities by ensuring adherence to O&M processes and defined SLA to drive network availability to maximum and provide maximum customer satisfaction. • Engaging collocation site providers and Etisalat field operations team to foster cordial relationship and facilitate smooth O&M activities in order to drive availability of sites to maximum. • Availability reconciliation with MS Vendors, collocation site providers, enterprise and corporate customers based on agreed SLA. • Providing inputs during SLA KPI agreement for new MS contracts, reviews and renewal in order to meet Etisalat objective of attaining maximum availability and ensuring maximum customer satisfaction. • Providing of inputs for O&M processes deployment to ensure effective network management and delivery of best service to customers • Regular review of performance KPI data, identify variances and recommendation of improvement plans and execution. • Ensuring a robust interface between the NOC and other relevant teams (cross departmental collaboration) for network incident RCA, resolution and future preventive actions collaboration. • Management of the NOC team dimensioning, providing inputs for defining performance levels, setting objectives and facilitating personal development.

• Escalation and troubleshooting of all network transmission faults.• Operation and maintenance of all microwave backbone and fiber links• 24x7 Monitoring, supervision and reporting.• Liaises with Customer service department on all transmission network outages • Scheduling, executing and follow up on preventive maintenance of degraded links.• Assists in providing reports for service outages and recommended follow up actions.• Provisioning of enterprise links, rendering regular customer support services.• Support in providing Major service outage investigations and follow up.• Assist in the coordination and resolution of all the transmission-related trouble tickets raised in the network.• Management and maintenance of transmission links provided to Enterprise customers.

• Performed computer hardware and software backups • Reviewing of IT hardware and software assets to update and maintain the current inventory• Troubleshooting local area networks (LANs) and wide area networks (WANs) issues• customer help desk support • computer maintenance, troubleshooting, software installation and updates• Escalation of unresolved complex technical issues to Tier 2 and 3 support