-Support and troubleshoot Velocloud, SilverPeak, Riverbed, Meraki & Ciena SD-WAN Network Solutions for worldwide customers.-Primary function of role is to pro-actively and re-actively monitor and respond to events, error conditions and threshold events in customer networks and systems; This includes generating or verifying the generation of incidents for all issues detected or reported and ensures the prompt delivery of service to meet our contractual terms and conditions within Service Level Agreement guidelines.-Performing initial triage, diagnosis and troubleshooting; Proactively notifying customers of all incidents within SLA guidelines; Remotely resolving incidents within their capability and implementing known solutions to known issues.-Responsible for working with other support specialists to coordinate and quickly resolve customer issues; Providing regular updates to customers as efforts for resolution progress.-Responsible to escalate issues to third parties and higher technical and managerial support in accordance with expected service levels.-Documenting all actions taken to resolve incidents in ticketing tools; Ensuring the correct and timely closure and completion of all incidents in ticketing tools.-Initiate dispatch of NCR Customer Engineers or third party maintenance providers when required.-Successful completion of all appointed training courses and achieve certifications; Self-study is encouraged.

- Monitor and Supervision 24/7 of complete mobile network and all related services and applications in accordance with the agreed service levels.- Monitor and Supervision BSCs and RNCs 24/7 and all related sites.- Identify the location and severity of the alarm or event of hosting systems and initiate recovery actions and notification procedures.- Dispatch and control 1st line Field Service technicians.- Incident management during the trouble ticker life cycle & trouble ticket handling End to End including follow up till resolution.- Support the Problem Management process by providing input for problem tickets, based on occurred incidents.- Supports the Configuration Management process by updating data based on incidents.- Provide the diagnostic capabilities to identify the fault or problem.- Provide reports of alarms and events that have occurred SLA.- Send SMS and Email to related group when systems confront fault.- Daily report for the issues highlighting the pending ones.- Smooth handover between shifts with the current issues for each switch.- Learning adequate knowledge of HUAWEI configuration system to meet technical requirements of Back Office.- Escalated for management team as per service level agreement.

-Manage and implement the Triple Play devices/ customers.- Configuring Aggregation and endpoint switches to handle user’s IP TV, IP Phone, and Internet traffic.- Handle customer Premises Equipment (CPE) configuration such as (Routers, modems, Set-top boxes, Switches, voice IP phones and wireless equipment).- Familiar with Zhone GPON, ONT and Zhone switches.- Performing new service installations.- 24x7 2nd Line support On Call for network emergencies reported by First line support to fix critical problems.- Troubleshooting, analysis & problem solution for critical situations. remotely or on-site if needed.- Ensure all customer requests are done within the agreed service level agreement.- Visit triple play customers if needed to complete installation or to troubleshoot a problem- Perform professional level of troubleshooting during support cycle from physical layer to services layer on both customer side and back end systems side.

Responsible for maintenance all models of HTC and Lenovo mobile phone.Diagnose and solve technical hardware & software.Make sure that it reaches the process of the quality control team.

vodafone & etisalat Revamp project :Improving Vodafone's and Etisalat Network Availability :Transmission : handle any deviation in Rsl and clearing any alarm in TX2G& 3G : Experience with maintenance all both huawei and Ericsson cabinet types series 2000, 3000 and 6000Family with clearing any alarms found and change any faulty equipmentInstall all types of site External alarms and connect kinetic and verix alarm systemBattery Test for Ericson and huawei cabinet PBC6500, PBC6200 PBC 02,04,... by software and manualTestInstall and Rearrange all Earthing system of siteData inventory sheet collecting all data of site for new database for vodafoneIsolate antennas and microwaves antennaExperience in installation, configuration and acceptance criteriaAdd and connect new E1 with new Dugs for site ExpansionTroubleshooting 2G & Resolving the problem at the level best