As a Support Domain Expert responsible to provide solutions to problems that have been reported by customers according to established processes and contracted Service Level Agreements and lead the support team.

Analyze customer support requests, troubleshoot and restore the services. Support and coordinate global team during emergency. Analyze network fault situation and suggest improvement options to customer. Deliver professional support towards customers during multi domain fault situation.

Analyze, prepare, implement and verify the configuration and integration of a node, network and/or system, maintaining agreed quality. Update, upgrade and expansion of network. Test and deploy modernize RAN equipment’s in order to keep network up-to-date. Collect network data and build implementation and integration scenario. Coordinate and support on-site implementation team to deploy complex deployment scenario and commissioning. Collect NE fault report and lead the rectification team for post integration fault rectification and maintain site performance in line with pre-activity benchmark.

Ensure 2nd Level service problem restoration of GRAN and WRAN network faults, prioritize faults and meet WLAs/SLAs. Coordination and follow up with 3rd line support during emergency. Control and confirm the quality execution of CRs, MRs and new RAN node integration. RNC, NodeB, BSC / TRC Software updated and upgrade. Ensure regular configuration backup and preventive maintenance. Ensure quality of Acceptance Testing of the new Network Element in RAN network. Inter domain knowledge transfer. Adherence to customer agreed KPIs. Control network facing configuration management and project support depending upon the business requirements.

Hardware swap and integration of EvoBSC, EvoRNC, RBS/NodeB & TCU in grameenphone network, Change execution in RAN according to optimization requirements. Software update and correction loading.Lead the post swap operation support team till final acceptance including 1st level monitoring and fault escalation, 1st level field operation and spare management, 2nd level maintenance and support, change execution, SW update & upgrade, re-homing, project CSR support, customer complaint handling, operational KPI reporting with explanation, support grameenphone to implement automation in Ericsson OSS, babysitting and knowledge transfer with grameenphone operations team.

2nd Level service problem restoration of RAN network, prioritize faults and meet WLAs/SLAs, Handling Trouble Tickets. New RAN node integration, services resource configurations & changes into RAN network, Handling CRs. Handle Emergency situations in RAN Network. Keep the BSC, TRC, RNC Software Updated. Ensure regular configuration backup and preventive maintenance. Perform Acceptance Testing of the new Network Element in RAN network. Adherence to customer agreed KPIs. Perform under time constrain depending upon the business requirements.

Level-1 fault and service restoration. 2nd Level Problem Escalation & Follow Up. Trouble ticket handling, Work Order handling, change request handling. Produce relevant report for Network Incidences/Outages. RAN node backup management. Health check and preventive maintenance of the RAN controller nodes.

Supervision of access network deployment. Site installation quality audit and reporting. Conduct PAT and complete site handover procedure. Corrective maintenance execution. Assurance work order completion. Maintenance activity status report. Manage onsite landlord interaction. Update site information. 3rd party supervision. Engineering & IS/IT and deployment work order completion. On-site service activation/deactivation. Optimization data collection. Preventive maintenance execution. Manage preventive maintenance check list. Coordinate spare parts handling with logistics. Update spare parts inventory DB. Execute planned maintenance. Manage site access permission list. Manage site key distribution. Enforce site security instructions. Escalate site security incident. Manage work order assignment and completion.