JOB DESCRIPTION / ROLE
- Create and submit knowledge articles to increase 1st-time fix rates.
- Develop, maintain and update NOC processes and procedures.
- Ensure faults are escalated and resolved within the customer contracted Service Level.
- Proactively monitor IMO systems and networks via our internal monitoring system, investigating, troubleshooting, resolving and escalating issues.
- Provide incident management and technical resolution of 1st line network-related faults and prompt escalation to 2nd line when required.
- Support and assist 1st and 2nd line facing support teams on all channels and products, especially with regards to technical issues which need escalation & higher-level investigations.
- Maintain and update the ticket management system throughout the incident lifecycle. Ensuring the team maintain a high level of accuracy and detail in each ticket.
- Raise, track and manage all defect/problem tickets, ensuring we implement actions to mitigate against recurring issues.
- Engage and proactively feedback on system and process improvement.
- Track scheduled change requests, ensuring pre & post checks completed. Ensuring the timely documentation of all fixes and changes to the Network.
- Working with mixed vendor network kit as well as IT systems.
- Diagnosing the root causes of network issues using analytical and problem-solving skills.
- Drive a culture of continuous improvement ensuring technical support processes are continuously updated and that support teams are fully trained on any changes. Audit and review processes on a regular basis.
- Work on improving alarm correlation and monitoring of all technical infrastructure.
- Provide weekly reports on network and service availability and performance.
- Be prepared to go On-call duty and shift as part of a rota, to support the smooth running of our 24/7/365 network. Responding to incidents and supporting the Infra and Application teams in IMO problems, network maintenance and repair.
- Any other duties that may be required to ensure the successful operation of the IMO network & applications.
Requirements:
- Must have at least five years of experience in the field of monitoring and also hold the supporting certificates related to the solutions provided, which are (Cisco AppDynamics Associate Administrator) and (SolarWinds Certified Professional certificate) as minimum.ABOUT THE COMPANY
Saudi Networkers Services, incorporated in 2001 with an aim to provide the world class business and consulting services through a combination of market insight, technical excellence and unrivalled agile methodology.
Our success stems from building strong relationships and trusted partners, which enabled us delivering exceptional services to public sector, as well as some world's leading organizations, in Telecommunication, Information Technology, Cyber Security, Banking, Energy, Utilities and various other industry arenas.
We collaborate closely, ideate that how the work gets done, while working alongside businesses to collaborate on growth and applying breakthrough innovations, that drive exponential impact, managed by teams specialized in their assigned industry sectors.