||Responsible for providing technical support and monitor day to day operations of Network Operation Center.
Monitoring the Solutions Infrastructure using a variety of tools and react to resolve any alerts which may arise and ensure system uptime meet service level agreements.
Responsible for logging and resolving any network incidents ensuring that Service Level Agreements are met at all times.
Escalating any Network incidents that cannot be resolved within specified time frames to the relevant team members and work with them until the incident is resolved.
Document and record steps taken towards resolution of an incident and add this to the knowledge database for future referral.
Take Technical Ownership of Major Incidents by identifying, communicating, and utilizing appropriate resources to resolve the issue.
Responsible for documenting and distribution of all Major Incident Review Reports in the agreed format.
Ensure NOCC operations meet support and performance metric requirements.
Monitor all outages/issues through the return to normal services.
Build strong and effective working relationships with Engineering and Management organizations.
Respond to escalated customer incidents in a timely fashion and in compliance with NOCC standards.
Acting as the first point of contact for any Network related problems between NOCC and its partner's.
Develop good customer relationships through excellent customer service.
Assisting in providing tier 1 customer support when call volumes are high.