Key responsibilities

• Handle troubleshooting and resolving fault management, customer and carrier complaints, incident handling
• Monitor network faults, escalate issues and manage incidents as per processes and SLAs
• Provide technical support to monitoring teams and involve second line operations teams when needed
• Perform periodic analysis of incident reports to proactively prevent issues
• Run network health check reports and highlight findings
• Handle daily incidents and trouble tickets as per operation policies
• Maintain effective relationships with internal and external parties until resolution
• Provide regular progress reports to Team Lead and Manager
• Prepare and maintain updated documentation, manuals, and diagrams
• Monitor and analyze vendor performance for incident handling
• Prepare incidents-related technical reports and documentation
• Support new project/service acceptance from SOC operations
• Work on network disasters, implement alternative plans, and restore services
• Support disaster recovery simulations and activities
• Support digitalization and automation of SOC tasks and tools
• Handle service surveillance, alarm handling, and escalation within SLA
• Escalate critical network issues as per company escalation matrix
• Control and support reactive or planned activities
• Manage Mobile Network Dashboard and Event Management