Careers

Front Office Team Leader Cairo Egypt

Please check the specific details, required experience, and location.

If you’ve got what it takes, please,
• First, check: Candidates must have the minimum experience described below.
• If you have this experience, please email your CV to us, and ensure you put the job title in the subject field of your email careers@digissquared.com

 

Location

  • Digis Squared office in Cairo, Egypt (only), handling global Digis Squared Managed Services projects
  • Reporting to NOC Manager

 

Required experience & skills

  • You have an absolute minimum of 4 years’ experience 
  • Must have excellent Nokia Front Office Monitoring experience using the Net Act & NSP. (Multivendor experience is a plus.)
  • Should have cross-domain front office monitoring experience across all network domains (RAN, Core, IP & VAS )
  • You have excellent written and spoken English
  • Your reports and presentations are accurate, efficient, and skilfully put together
  • You are excellent at following up actions, and ensuring commitments are met
  • Excellent communication skills, and are experienced in professionally interfacing with clients.

Main accountabilities

  • Manage Network Front Office team to achieve contractual SLA/KPI’s.
  • Ensure proper handling for escalated cases to the back-office team during 24 x 7.
  • Leading the team to support critical incidents and correctly report status to upper management until resolution.
  • Adhere to SLAs committed and ensure proper follow up of network faults until closure.
  • Follow the agreed process workflow provided by Digis Squared’s NOC Manager.
  • Monitor Network KPIs for different platforms: Core, Packet Core, VAS, Charging & BSS, Radio.
  • Produce frequent reports on the status of the network in a timely accurate duration with up-to-date information on the evolving network.
  • Availability 24 x 7 and able to respond to Critical Network Faults and customer escalations.
  • Manage the activities of front office team members engaged in checking network performance and hourly tasks done by the FO team.
  • Monitor FO team members performance during the shift and make sure that all processes and operation procedures are running smoothly and to ensure duties are completed accurately, efficiently and timely.
  • Handling any network incident across all FO domains smoothly, and provide all reports needed to drive the incident troubleshooting.
  • Handling any network outage crisis and providing smart crisis handling based on crisis type.
  • Maintain & ensure all regular reports, SMSs, notifications and escalations provided by FO team members on time and according to a formal process.
  • Audit the network behaviour regularly during shift hours.
  • Provide knowledge transfer or training support to the FO junior members, as needed.
  • Provide all network reports and audit reports needed for network operations and team performance.
  • Establish front office team member work schedules monthly and arrange extra shifts of team members and allowances.
  • Evaluate the performance of front office team members and conduct verbal and written performance evaluations after 30 days, 90 days and annually as needed.
  • Ensure high-quality care for the customer by reviewing and replying concerns or requests and recommending corrective action as appropriate.
  • Monitor and manage Core network alarm events, service outage, network performance deterioration, customer complaints from alarm panel, constant monitor and analyze network performance consistently. This also includes providing escalation and notification of Minor, Critical and Major incidents/outages.
  • Monitor external alarms (Air conditioning, UPS , Power, Water Leakage etc).
  • Perform initial analysis to identify issues follow by restoration if possible (1st line of Support).
  • Perform periodical network backups and health checks to determine network status.
  • Respond to Network Customer Support Team within agreed SLA time frame.
  • Create and update/manage trouble tickets for any detected problem.
  • Ensure all docket information are captured in the activity log.
  • Managing technical escalation to ensure faults is rectified within agreed SLAs.
  • Perform Escalation and Notification to keep management and other business units informed during system outages.
  • Producing activity report for KPI calculation.
  • Check and certified new network elements to be commissioned in the operation environment within the agreed KPI.
  • Assist the Operations Team in process improvement and ongoing development of tools and systems.
  • Ensure proper work progress, shift handover, data communication, teamwork spirit…etc Working as Shift Lead when required.
  • Perform close follow up and all network events especially critical and major issues from all network domains accordingly update customer counterpart. Should be able to identify network layout and it’s interconnectivity of Core Nodes from Signaling point of view.
  • Perform multitasking during node isolation and in escalation process.
  • Should have good knowledge of transport technologies like STM/ATM/IP to transfer User Plane Data across the backbone of the GSM/WCDMA network including SDH/PDH/Switches/Routers towards like nodes BSC/RNC/PLMN/PSTN/SIP/MME/HSS.
  • From IN point of view should have basic knowledge of Charging system & Billing platforms.
  • Should be responsible ifor tackling and escalating the complaints related to charging nodes to concern BO teams in close coordination.
  • Perform close monitoring of all IN nodes and escalate alarms as per the severity to concern BO team by assigning Ticket.
  • Understand and take the ownership of escalating Core and Charging System alarms based on appropriate severities on timely basis without any delay.
  • Participate and support on business continuity from inside/out of NOC premises to handle any emergency infrastructure issues any time.
  • Need to complete the assigned task of testing National and International E1s during the special events.
  • Should be able to perform active monitoring & it’s mandatory during all time especially during special events & to make sure no services being affected.
  • Coordinating with the other operators & transmission teams for node isolation cases