Job Purpose
1- 24 x 7 Surveillance across IT & Technical networks.
2- Detect faults/outages and follow up till restoration as per agreed SLA.
3- Open Trouble Tickets for all fired alarms/events on concerned Teams via HPSM.
4- Escalate Incidents as per agreed incident procedure document and generate IR reports.
5- Shift Handover implemented properly.
Report To Position Name
IT NOC Surveillance
1. 24 x 7 monitoring of all IT network services (DB, Servers, IN billing and charging, Infrastructure, Applications, Contact Centre, Middle-ware, Siebel,…).
2. on time detection of faults and follow up till restoration.
3. Create Trouble Tickets and update according to the agreed SLAs.
4. Shift plan & Shift handover implementation.
5. Supervise the service during CR implementation and verify the service status after implementation.
6. Data collection, Network performance monitoring 24/7.
7. Generate incident reports according to predefined incident severity and escalate to the top management when required according to approved updated escalation matrix during the incident with various means notifications (SMS, mail,...)