استخدام کارشناس پشتیبانی نرم‌افزار (آقا)

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)