Senior Proficient Mobile Back Office

OT.Mobile Back Office Senior Proficient.001

Job Description

OVERVIEW

Job Title

Senior Proficient Mobile Back Office (NMS)

Job Code

Job Grade

Senior Proficient

Job Band

Direct Reporting Relationships

Reports To (Job Title)

Team Leader, Mobile Back Office

Supervises (Job Title)

--

Unit

Operation

Department

Network operation

Division

Technical Operations

Section

Mobile BO Team

Role Purpose

To perform / ensure all end to end operation activities related to the software ,hardware and services of all NSOC NMSs

Key Accountabilities And Activities

Key Accountabilities

Key Activities

• Responsibilities
• The back-office engineer is assigned to work with troubleshooting / configuration / traffic measurements / performance / northbound interfaces of Network Management Systems for Mobile / Core / Fixed Access / IP / Voice. He is to act on network and relevant equipment problems escalated from the surveillance function.
• It is the responsibility of the back office engineer to solve and correct service and network problems according to agreed SLA/KPI, to detect and highlight network deficiencies and to some extent predict future degradations.
• Some SW problems are to be identified and escalated to corresponding system support units. Furthermore the back office engineer keeps the SW/HW and TR status under control.
• Is to contribute in the creation and improvements to procedures and routines within the department / group.
• The back office engineer is to take full responsibility for any changes introduced to the network or to any to any changes made to methods, processes or procedures, whether internal or external.
• The back-office engineer category is vital in ensuring and keeping the performance of NMS at the highest possible level by ensuring that problems / degradations are handled swiftly, that relevant performance parameters are monitored interpreted and highlighted if deemed necessary.
• Technical Competence
• Excellent knowledge of NMS from Huawei/Nokia/Ericsson/Fiberhome, i.e. system, HW / SW, functionality, DT, troubleshooting for following product:
• Products / Hands-on
• Huawei MAE
• Huawei NCE
• Huawei N2000
• Nokia Net-Act
• Ericsson ENM
• Oracle NMS
• FiberHome NMS
• Rosenberger NMS
• Huawei I2000
• Good UNIX administration and scripting skills
• Excellent knowledge of the network topology, its traffic handling capabilities and characteristics.
• Good knowledge of all network elements and their main characteristics.
• Excellent knowledge of NMS Network performance and their interpretation and use.
• Good / excellent knowledge of the NMS systems functionality and application use, (surveillance, performance, configuration).
• Good knowledge of network signaling / synchronization.
• Good knowledge of network implementation / integration processes.
• General Competence
• Fluent in written and spoken English.
• Be able to work in team and independently.
• Flexible and responsive to changing work patterns and demands.
• Able to work as a member of a team and lead junior staff from time to time.
• Open approach to solving problems and dealing with new proposals.
• A thorough and methodical approach to work.
• Must be able to work to tight time scales.
• High degree of analytical and investigative abilities.
• Focused on network (service) performance.
• Preventive Maintenance
• Execute the preventive maintenance of NMS according to the schedule planned and by using the checklist assigned by the Line manager.
• Correct and fix all issues related to the NMS that are under the scope of the team.
• Reporting and escalating of all issues found during the preventive maintenance that are out of the scope of the team to the Line Manager.
• Routine / Corrective Maintenance
• Handle all escalated alarms and outages related to the NMSs and respective nodes and ensure they are fixed within the agreed OLA/SLA by the management.
• Perform second level troubleshooting processes, ensuring high quality and short service restoring time for all NMSs
• Requesting of spare parts through available channels and ensuring following the respected spare part management processes.
• Governance of all MS vendor activities for NMS across Oman .
• Follow up MS vendor and customer for any fault related to any NMS
• Attending preventive maintenance of the NMSs.
• Acceptance testing of new NMS deployment .
• Managing complete updated database of all NMS.
• Organizing weekly review meeting with MS vendor of all activities .
• Supports and liaises with other departments to effective resolution of NMS outage .
• Performs daily/ weekly / monthly review of all KPI.
• Coordinates with vendor and related teams to enhance optimum performance .
• Regularly communicates with the vendor and internal teams for quick restoration .
• Review and negotiation for Support service contact
• 2nd Level Restoration
• Trouble Report / Customer Support Handling
• Change Request Handling
• Create and Update Maintenance Routines
• Create and Analyze Performance Reports
• Prepare and implement SW, HW and configuration data changes
• Investigate Disturbances (set-up DIG) for any major outage
• Track network incidents detected by Front Office
• Operate all Network equipment in accordance with laid-down network procedures
• Management and liaison with other suppliers when needed
• Make use change management procedures in case of Network equipment replacement/repair/upgrade
• In-depth problem analysis and resolution
• Produce required Network performance reports
• Escalate in cases where incidents / problems could not be resolved within the first two levels of network support
• Analyze and resolve problems through the various support levels so as to ensure speedy recovery of affected services.
• Acceptance test Governance
• Support acceptance management team in performing the required acceptance tests,according to the agreed scheduled dates and times.
• Site Surveys Support
• Support projects management team in performing the required field surveys related to the NMSs and respective nodes according to the agreed scheduled dates and times.
• Change Management
• Support other respective teams in performing field activities related to the and respective nodes according to change management processes.
• Perform data build configuration, software rollout, support integration activities requested by planning and delivery teams. Make sure all data loading activities are done according to existing procedures, with minimal impact for customers and under agreed SLA&KPIs
• Perform evaluation and implementation of related network Configuration changes ensuring quality of service and avoiding regression on network functionalities
• Knowledge Transfer
• Sharing technical knowledge with other team members and trainees.
• Activity Reporting
• Weekly/Monthly Reporting of all activities performed to Line Manager through given report templates.
• Review, update, & implement SOPs required for all NMSs
• Highlight Operation risks & repetitive problems
• Proactively highlight any risk on NMS and provide recommendation to mitigate or solve
• Proactively report repetitive problems found on and provide recommendation to mitigate or solve
• Review & analyze Network P erformance reports
• Handle and follow up L3 escalations
• Ensure the cases are handled with L3 based on NMS network impact and criticality
• Follow up all Service requests escalated to L3 till closure
  
  

DIRECT FINANCIAL RESPONSIBILITY

Yes (Financial Metric)

¨

No

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Brief Description

MAIN CONTACTS

Contact Group

Internal / External

Purpose

Frequency

Team leader Mobile back office

Internal

Provide reports and reports on request for all performed tasks according to the agreed format

Monthly

Manager, NSOC BO Network Operations

Internal

Provide reports and reports on request for all performed tasks according to the agreed format

When needed

JOB SPECIFICATIONS

Education /

Certifications

• Bachelor degree in Engineering
  
  

Experience

• Minimum 10 years of experience
  
  

WORKING CONDITIONS

Working Environment

On site / Standby / On Call

Degree of Risk of physical or mental injury

Low/Medium

VERSION TRACKING

Version

1.0

Prepared By

First review by:

Second Review By

Approved by:

Name

Signature

Date