Network Resource Center Technician
6 days ago
Globe Telecom is committed to creating a wonderful world for our people, business, and nation. We are seeking a highly skilled and experienced Fault Management Expert to join our team.
Job Summary
This role involves monitoring and resolving network faults and incidents in a timely and efficient manner. You will work closely with support groups and team leaders to ensure efficient incident resolution and network stability.
Main Responsibilities:
- Monitoring and acknowledging alarms at the Alarm Management System (AMS) and Element Management System (EMS) for Core network.
- Creating fault tickets for network incidents and outages.
- Performing first-line troubleshooting of alarms, outages, and network quality/performance issues.
- Updating the status of all open tickets and clearing them immediately upon restoration of the fault.
- Evaluating incidents and escalating them to support groups as necessary.
- Providing regular and timely information on incident status until resolution.
- Resolving complaints endorsed by the Service Desk.
- Implementing activities/work requests assigned by Team Leaders based on agreed schedules and quality standards.
- Performing vertical and horizontal escalation during instances of network outages or degradation.
Key Performance Indicators:
- Resolving incidents and complaints within the target SLA.
- Implementing network changes endorsed by engineering and SICE accurately within the specified timeframe.
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