Monitor continuously the status, performance and alarms of applications and nework during shift time. - Detect Critical and Major alarms within SLA, check the alarms appeared in monitoring tools and perform 1st level action commands before alerting. - Inform Technical leaders about the important outages and updates within SLA. - Ensure escalation to the operation management in case the alarm is not cleared within the SLA. - Perform health check process - Ensure that proper alarm handling and escalation procedures are followed ensure the shortest possible reaction and remedy time applicable to specific fault categories, and attain required service levels. - Receive the customer's complaint sent by service desk, check the origin of the problem, and confirm if it’s under technical responsibility. - Inform the Customer about the first investigation and the owner to solve the problem. - Assign the ticket to related team for resolution within the agreed SLA. - Updat Ticketing System/Fault Log accordingly. - Provide support to the teams in the field to reduce delay of the outage and give them all the necessary information needed to handle the alarm. - Check in the monitoring tools if really the alarms are cleared. Check with Customer the update status of the complaints. - Full observation on Ticket dashboard and follow up with BO teams - Close the ticket when the alarm/Customer complaints are confirmed that they are resolved and verification of ticket comment - Update the ticket with information related to the problem - Handover clean Ticket dashboard to next shift - Follow for CRs surveillance quality, monitor from beginning and end the CR. - Report CR status in Change Management/Ticket System when CRs are finished.
Requirements
- Experience of monitoring - Familiar with ticket handling - Strong collaborating ability, create and handle and relationships with other departments. - Telecom and computer field knowledge. - Know how to diagnose and evaluate the level of complexity and urgency of a problem and make correlations - At least BS degree in related majors - Intermediate English. - Intermediate MS Office Pack (Word, Excel, PowerPoint, Access, Visio, etc.). - Ability of working in shift duration(day and night)
معرفی شرکت
زمینه فعالیت این شرکت در حوزه تلکام می باشد. گروه شرکت های ساعی با همت و تلاش بی وقفه پرسنل کوشا خود ، توانسته تا حد قابل قبولی به اهداف خود دست یابد که البته این تلاش و کوشش همچنان جهت بهینه سازی و رسیدن به اهداف والاتر ادامه دارد. این شرکت، جهت تکمیل کادر تخصصی خود در تهران، از متخصصین نرم افزار – ترجیحا با سابقه کار- و آشنا به زبان انگلیسی دعوت به همکاری می نماید.