Wateen Telecom


Assistant Manager – Enterprise NOC

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Position Summary:

End-to-end post-sales support to enterprise customers. Access Network (GPON, FTTx, ISM & DVB) Monitoring, fault reporting, and internal/external coordination with all stakeholders till the reported issue resolution. Act as primary POC to enterprise customers



Main Responsibilities:

  • Lead, supervise, train and mentor team of 15 Resident Engineers
  • Team building with regards to imparting hands-on skills on the mentioned Enterprise access network
  • Training team to monitor access network & handle enterprise customers’ operation cycle 
  • Dealing with incoming faults in a professional, courteous manner over the phone and via email
  • Carefully follow through the email threads & respond with proficient technical writing skills
  • On-call support for remote troubleshooting of L1& L2 support
  • Diagnosing, analyzing, troubleshooting & correctly logging the incidents as per the defined procedure
  • Managing faults through their entire lifecycle from the first point of contact through to resolution, proactively keeping the customer informed of progress
  • Follow-up on escalated events till closure
  • Flexible to work in shift routines (day/night/on-call) & long hours
  • Compilation of monthly and weekly reports in reconciliation with customer contracts
  • Coordination with all stakeholders (Internal/External) for issue resolution

Required Knowledge and Skills:

Technical Management – Must have experience on
  • Computer Networks
  • MPLS Networks
  • GPON Networks
  • Fiber Optics
  • Radio Networks
  • DVB Networks
  • product and technology trainings
  • MS excel & BI tools; able to relate large data sheets
  • Leadership
  • Presentation
  • Technical Documentation
  • Active listening
  • Calm under pressure
  • Speed and accuracy
  • Work ethics
  • Team Player

Education & Experience

  • Engineering or equivalent Degree (Bachelor or Master) in Telecommunication Engineering, Computer Systems
  • CCNA/CCNP/HCIA/HCIP & Soft skills certification would be a plus
  • 5 years in relevant field