Sla Reporting Officer (Senior C-Noc Operation)
Current1) Escalation Management- Escalate issues to field engineers, field coordinators, zone coordinators, and zone managers concerning site conditions.- Implement step-by-step escalation protocols for sites with high dependency before any potential site downtime.2) Remote Monitoring Systems- Proficient in using Remote Monitoring Systems such as ECM and I Tower software.- Comprehensive knowledge of remote monitoring systems on telecom sites to ensure uninterrupted service.3) Alarm and Communication Coordination- Coordinate with the NOC for report generation and communicate effectively during alarm generation with regional managers and site engineers.4) Shift Leadership and Scheduling- Perform as the shift lead, arranging duty schedules, managing overtime, and approving leave requests.5) Report Preparation - Prepare various reports including SLA reports, vendor performance availability reports, Root Cause Analysis (RCA) reports, grid availability reports, recognition reports, and sign-off reports.6) Maintenance and Customer Interaction- Perform ticket on/off operations, manage maintenance Change Requests (CRs), handle site lock/unlock procedures, and maintain escalation sheets.- Liaise with customers such as Atom, Ooredoo, MPT, MyTel, and Amara to address and resolve issues.
