• Provide second-level system support with product expertise to resolve faults escalated from first-level diagnostics (Front Office and Field Maintenance).
• Conduct preliminary remote investigations and rectifications of faults.
• Provide support for emergency incident management.
• Offer guidance and support for network modifications and operations.
• Produce technical reports to identify root causes of issues and provide preventive recommendations to avoid recurring problems.
• Manage incident tickets escalated to third-level support when necessary to resolve network or complex issues and follow through until resolution is implemented.
• Regularly review and update technical instructions and procedures.
• Develop new methodologies and technical procedures as required.
• Provide technical guidance to first-level staff to enhance technical skills, improve fault rectification time, and reduce escalated faults.
• Develop a preventive maintenance procedure and recommend scheduling for various teams.
• Review and regularly update operational and maintenance methodologies and procedures.
• Train monitoring staff to improve skills and reduce the number of escalated incident tickets.
• Proactively investigate network performance using network indicators and incident tickets generated by the performance group.

Communications and Working Relationships:

• Collaborate with NOC FO, performance team, cross-functional management, and troubleshooting teams.
• Follow up with OEM for L2/L3 issues.
• Share root cause analysis (RCA) with senior management and provide task reports on a weekly basis.

Scope, Limits, Decision-Making Authority, and Responsibility:

• Advance technical support and reporting (root cause analysis).
• Problem Management.
• Change Management.
• Configuration Management.
• Preventive Maintenance Planning.
• Third-Party Support Management.

Open to: Male/Female – Females are encouraged to apply for this position.