Mob Internet Changes, Rollout Supervisor
1 day ago
**Role Purpose
-**:
Accessing the changes for mobile internet nodes and SPOC with SDM/Planning teams
- 2nd eye with SDM teams for changes impacts
- Supporting new nodes and capacities rollout
- Assign the right resources for night activities, ensure the rollback, change management rules are fulfilled
- Ensure all changes have rollback to be implemented within 30 minutes, and ensure minimum customer impact
- Ensure Implementing all configuration changes on all relevant nodes, following SM guidelines.
- Ensure Acceptance and testing for new nodes & services implemented.
- Manage Implementing S/W corrections/patches and upgrades for all relevant nodes & services.
- Interfacing and communicating with vendors, to track and follow up for the escalated problems.
- Leading Technical war room for support issues as well as customer complaints
- 2nd Line Technical support for Data services, Mobile internet, and supporting relevant teams.
- Troubleshooting & problem analysis/solving for Data services and handling nodes, providing RCA and preventive actions.
- Ensuring Highest Quality of service delivered to customers.
- Following agreed upon procedures and processes in all team activities.
- Building highest technical skills.
- Team Technical reference
**Job Responsibility**:
**Key accountabilities and decision ownership**:
- Changes vs incidents
- Changes vs customer complaints
- Automation %
- Follow up major network activities to ensure fault free operation during different project phase.
- Handling emergencies related to Mobile Internet & Data services.
- Adherence to Preventive / Proactive maintenance activities plans.
- Adherence to work procedures & security requirements.
- Proper reporting for all activities and incidents.
- Ownership and handling for all Data services that we offer to our customers to ensure the best customer experience
- Predictive maintenance & Digitization: Building the data models to enable the predictive maintenance tools as well as using the robotics to reduce time to market
- Mobile data Network Operations quality assurance and Improvement (KPI reporting and implementation of improvement plan)
- Nodes Support: Providing 24/7 Support, problem handling & resolution, and knowledge transfer to first line teams
- Preventive maintenance: Ensure proper proactive measures are in place for all issues affecting Data Services, with periodic testing
- Vendor Management: Getting the best value out of our partners, challenging support contracts negotiations, managing all support cases, emergency handling and nodes roadmap
- Nodes availability: challenging MTTR for incidents, and providing/maintaining nodes availability measurement capability
- Implementing all configuration changes on all relevant nodes, following SM guidelines.
- Acceptance and testing for new nodes & services implemented.
- Leading SW digitization in MI team
**Key performance indicators**:
- Nodes Availability target
- Incident Resolution Time (MTTR),
- Number of incidents by priority
- Trouble ticket & change requests
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