Executive TOC

MAIN ACCOUNTABILITIES

• Prepare comprehensive reporting on all operational aspects of the network.

• Perform regular audits of monitoring and performance management tools to ensure accuracy of alerts and reports generated by the platform.

• Analyse performance data to identify low-performing assets, recurring site issues, and underperforming clusters/regions.

• Provide remote support for monitoring system faults (e.g., RMS fault rectification) and perform ATP of new sites on the RMS platform.

• Engage suppliers for continuous improvement of monitoring dashboards.

• Drive automation of repetitive tasks to enhance efficiency of TOC operations.

• Ensure MSP carries out real-time monitoring of network alerts, degradations, and anomalies in compliance with SLAs.

• Oversee MSP's escalation of alerts and validate that all incidents are recorded in trouble ticketing tool with accurate details.

• Monitor MSP's adherence to OLAs and follow-up on all open tickets until resolution.

• Track timely and correct communication of major network faults to management and customers.

• Validate MSP's compliance with the change management process, including pre/post checks for all activities.

• Ensure effective coordination by MSP with field teams and customer representatives for timely resolution of issues.

• Review MSP's handling of queries, escalations, and network updates to ensure clarity and timeliness.

• When required (e.g., during emergencies or MSP service gaps), directly perform 24x7 monitoring, troubleshooting, dispatch, and escalation functions in shifts.

• Provide backup support to maintain operational continuity during critical incidents.

JOB REQUIREMENTS

A. Minimum Qualifications:

• Bachelor in Telecom/Electrical Engineering from recognized University

B. Minimum Experience:

• Fresh to 1 year (Internship or project experience preferred)

C. Functional Expertise (Knowledge, Skills & Abilities):

• Familiar with the Incident and Change management processes

• Good knowledge of Telecom power infrastructure

• Proficient in use of MS Office tools

• Ability to work under high pressure.

• Effective communication

• Punctuality and time management

• Programming skills in any language that could support process automation would be a

major plus