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Job Description
Jobs at this level are responsible for implementing technology support policies, procedures and systems, while advising and supporting service personnel in query resolution. Also, they are responsible for executing test schedules, providing administrative assistance within complex projects and providing solutions on complex IT systems/software.Infrastructure Operations: Participate in managing performance of real-time network-wide monitoring of STC networks covering PSTN, Data, PLMN and International Gateways (IGW), to ensure the network systems meet established quality standards.Monitor front office customer support for Wholesale Business Unit (WBU) customers, in order to effectively interface between WBU customers and various NOCs within STC.Manage team in the review of long duration calls data files collected by SNOC and comparison with ICMS, in order to make necessary corrections for accurate billing. Monitor collection of subscribers meter readings from various PSTN switches and ensures that it reaches data centre for due time billing and before cut-over for new numbers. Act as a technical point of reference for OLO, Key Accounts Customers and ISP by addressing their complaints and referring their issues to concerned NOCs. Participate in managing real-time security logs, systems, networks and infrastructures security.Participate in conducting Corporate Security Forensic Investigation, and proactive Monitoring & reporting.Drive operations and maintenance of servers, storage, data network, infrastructure virtualization, operating systems and database systems, desktop and end-user related systems and office automation systems.Maintain the integrity and reliability of data by maintaining backup systems to provide disaster recovery services for users. Participate in data centres design, utilization, growth and increase DCs efficiency. Participate in managing changes and jobs schedule for LL system.Participate in the preparation of the Technical Service Delivery budget and ensures that the activities within this unit are implemented / processed as per the assigned budget.Co – ordinate Disaster Recovery and Business Continuity planning and emergency operations/procedures.Ensure implementation of Key Account Customers Disaster Recover (DR) plans including 999, 997, 996, 24*7 surveillance.Liaise with the related sectors and departments for enhancing servers, storage and backup systems, or implementing new services as per the agreed SLAs. Participate in enabling the server and infrastructure management, operating systems, database administration and deployment management for Enterprise Systems/Organization Enablement Business Applications.Escalate major problems to the appropriate section or to the vendor defining the time scales in which a resolution must be reached.Develop reports on complex user technical requirements and technology/vendor capability.Develop an effective working relationship with users, technology teams and vendors.Analyse escalated fraud cases and coordinates with revenue assurance department, for effective investigation of these cases. Generic Role: Manage the day-to-day team operations within a specified scope, by undertaking related work processes and ensuring accuracy.Participate in projects and initiatives, as may be required by the reporting senior.Participate in the preparation of budgets for assigned projects and ensures that the project implementation is in compliance with established budgets.Allocate work programmes to the team and ensure that necessary installation and maintenance reports and analysis are available on time for management decision making purposes.Ensure maintenance downtime (MDT) activities to minimize service impact on the workflow.Prepare and implement shift plans for the reporting team, if any, including resources, work scheduling and backups for shift operators to ensure effective completion of planned tasks.Drive the implementation of approved technology support policies, processes and procedures so that the required work is carried out in a controlled manner.Support team members and resolves routine queries to ensure work continuity.Liaise with other supervisors to build effective working relationships and identifies synergies.
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