Anda di halaman 1dari 2

Overview

The NOC Engineer is responsible for maintaining the efficient operation of the Digicel fixed line VoIP,
broadband and IPTV network, 24 hours a day, 7 days 1 week by acknowledging and investigating all faults
which occur on the network. He is also responsible for providing first line support for all Engineering teams as
well as Tier 3 support to Customer Care. The NOC Engineer shall drive all Change management, Incident
Management, Fault Management processes and is also responsible for dispatching contractors for all cable
breaks on the network as well as performance of all TV Operations tasks required.
MAIN RESPONSIBILTIES

Continuously seeks and capitalizes on opportunities to exceed the expectations of customers


(internal and external) by placing a keen interest on understanding and effectively resolving customerimpacting issues in a professional and result-oriented manner.
dentify, respond to and escalate all faults on the Digicel fixed line network for IPTV, Broadband and
VoIP networks.
Record and track all faults and network incidents in trouble tickets and consistently update as
troubelshooting and resolution progresses to resolution.
Liaise with vendors and third parties to manage faults and incidents from escalation to resolution
ensuring timely responses and full communication with vendor.
Manage all incidents from occurrence to resolution, ensuring the customer and network impact as well
as resolution timelines are clearly and regularly communicated to all stakeholders
Review, assess and coordinate all changes being executed on the Digicel fixed network.
Ensure all changes tracked in Change Requests are consistently updated and provide reports to all
stakeholders on planned and executed changes
Periodically verify generation of alarms across all platforms.
Periodically test the service quality of all new products provided to our customers and resolve any
quality issues.
Perform acceptance testing of newly installed network elements and after any incident resolution or
change implementation.
Develops and share a high level of expertise on all nodes with other NOC staff and conducts in-house
technical training programs for members of the NOC staff
Perform all TV operations tasks as required on a 24 x 7 basis.
Provision customers on to the Digicel fixed line network across all services.
Manage all fibre breaks across the Digicel network to resolution, keeping all stakeholders fully informed
of the progress of the fix and keep all reports updated.
Maintenance of fault database and maintenance of trouble tickets (TT), Customer Service request (CSR)
and Planned Works (PW) database such that all tickets are correctly filled in with the correct details, all
tickets are closed for issues resolved, that data can be extracted in the format needed for the relevant
fields requested, ensure regular backups are made of the database and that software scripts, queries
and/or reports are manipulated/created at the request of management.
Performs related work: the duties listed above are intended only as illustrations of the various types of
work that may be performed. The omission of specific statements of duties does not exclude them from
the position if the work is similar, related or a logical assignment to that position.

EDUCATIONAL QUALIFICATIONS/ SKILLS

Bachelors of Science in Electrical Engineering or an equivalent combination of education and


experience.

Experience in and with the fixed broadband, IPTV and VoIP sector would be considered a valuable
asset.
An acceptable combination of academic qualifications and work experience may be considered in
lieu of minimum requirements.

Anda mungkin juga menyukai