Assistant Manager – Enterprise NOC
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
Location:
Lahore
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