High Level Support - ECP

1.Provide 24x7 or 8*5 network element surveillance and escalation ,restoration , informations depends on the project requirements

2.Provide Event management ,incident management including trouble ticketmanagement

3.Perform troubleshooting and analysis on the fault detected duringnetwork surveillance activities

4.Ensure fault escalations (- TT quality ; Escalate on time and accuracy ,-Send SMS on time ,voice call , email,- Update on time with properinformation in remedy and via SMS; - Closing on time with right root

5.Escalate the fault to Required level support if the fault failed to berestored within the agreed SLA (Service level agreement time.

6.Handle customer complaints related to technical issue escalated fromTechnical Helpdesk and inform Technical Helpdesk upon resolving.

7.Dispatch and direction of field operation staff – Dispatch work order tofield operation staff for any onsite requirement and providetroubleshooting direction to field operation staff.

8.Perform the function of technical helpdesk to receive and acknowledgecustomer complaint (only applicable for midnight shift).

9.Perform corrective and preventive network changes on the network byadhering Huawei internal change management policies

10.Reporting: regarding KPI daily ,weekly and monthly. Make reportsregarding to Fault Management and hand it on time.

11.Perform Corrective and preventive maintenance on the network

12.Perform any activities or operations only by following Huawei rules andregulations

Must have prior knowledge of Ericsson RBS and BSC, and interface tools such as ENM and OSS and Network Element Manager