Executed day-to-day network performance monitoring, troubleshooting, and fault analysis, including hardware repair.Managed ticket generation and response, overseeing carrier interfaces and escalations.Deployed and maintained network monitoring, analysis, and reporting tools for comprehensive oversight.Executed first-level restoration and preventive maintenance for network systems, managing 80% of issues directly and escalating 20% to the Back Office.Applied standardized instructions and scripts to resolve common problems; created and managed Trouble Tickets (TT) and work orders (WO), coordinating with internal teams and third parties as necessary.Administered ticket records, resolving routine issues and collaborating with technicians, customer technical staff, and Service Delivery teams.Facilitated incident resolution by coordinating with 2nd/3rd line supplier support from initial request through to closure.Executed network and service changes in alignment with Change Management protocols, overseeing the completion of planned works to minimize disruptions.Contributed to problem management by providing detailed input for problem tickets based on incident data.Updated the Configuration Management Database (CMDB) with incident-related changes to support effective Configuration Management practices.

Network Surveillance: Executed first-level restoration and preventive maintenance for network systems, managing 80% of issues directly and escalating 20% to the Back Office.Issue Resolution: Applied standardized instructions and scripts to resolve common problems. Created and managed Trouble Tickets (TT) and work orders (WO), coordinating with internal teams and 3rd parties as necessary.Ticket Management: Administered ticket records, resolving routine issues and collaborating with technicians, customer technical staff, and Service Delivery teams.Incident Handling: Facilitated incident resolution by coordinating with 2nd/3rd line supplier support from initial request through to closure.Change Management: Executed network and service changes in alignment with Change Management protocols, overseeing the completion of planned works to minimize disruptions.Problem Management: Contributed to problem management by providing detailed input for problem tickets based on incident data.Configuration Management: Updated the Configuration Management Database (CMDB) with incident-related changes, supporting effective Configuration Management practices.KPI Reporting: Monitored and reported on key performance indicators (KPIs) to ensure service level adherence and performance transparency.Comprehensive Support: Delivered precise and timely solutions via phone, email, and documentation, consistently meeting and surpassing SLA targets.

Bilingual Support: Delivered 24/7 technical support in English and Arabic, resolving issues effectively and ensuring high levels of user satisfaction.Ticket Management: Optimized IT/network ticketing processes by accurately logging interactions in the ITSM system and routing incidents to relevant teams. Provided regular updates on resolution status.Service Continuity: Improved service continuity by notifying users of outages and faults, executing incident management protocols, and generating detailed performance reports for stakeholders.

Performed initial troubleshooting, problem analysis, and isolation of network and system events in accordance with NOC incident management guidelines.Provided Tier 1 backend troubleshooting and support across all teams, engineers, and systems.Delivered quality, timely, and accurate end-to-end support for any issues within the functional area of responsibility, including phone, email, and documentation/tracking of incidents in the ticketing system.Entered data into the trouble ticketing system accurately and completely to document problems, including diagnostic results and multiple product correlations, as well as escalation.Created and followed up on change requests, incidents/break-fixes, events, alerts, and performed other scheduled activities within SLA requirements. Ensured all alerts generated tickets within ITSM tools.Monitored a wide variety of infrastructure services, including but not limited to telecommunications circuits, LAN/WAN networks, routers, switches, firewalls, load balancers, servers, storage, backup, and core applications.Monitored and tracked scheduled network maintenance activities in applicable tools, analyzing the duration and potential impact on customers, and ensured consistency with approved times for these activities.Monitored, analyzed, and tracked system faults and hardware performance using all available tools.Monitored network and service stability and performance to ensure 24x7 operations, resolving service impacts as they occurred within SLA.Provided a high level of customer service to internal departments and external customers to resolve issues.Served as the single point of contact for all customer communications and escalations.Maintained ongoing communication within the team and externally to keep all stakeholders aware of relevant, known issues and the steps being taken.Provided Tier 1 backend troubleshooting and support across all teams, engineers, and systems.