The IP System Back Office Lead’s responsibility is in O&M and network management, IP Operation & Maintenance Support. The role provides second-line technical support and focuses on Network services assurance. This role provides second line support for all IP network elements defined in the JD below. This role provides support to the Awasr team to enhance troubleshooting and network performance. This role offers the full support to the 1st line team to improve their efficiency by providing troubleshooting procedures and technical advice.

With abundant expertise in O&M and network management, IP Operation & Maintenance Support Engineer shall provide services listed below:
 Second Line Technical Support.
 Network services Assurance.

Second Line Technical Support:
IP Operation & Maintenance Support engineer will provide second line support for all IP network elements defined in this scope. IP Operation & Maintenance Support engineer will support Operator team for enhance the troubleshooting and improve network performance.
Operation & Maintenance Support engineer will give the full support to 1st line team to improve their efficiency by providing troubleshooting procedures and technical advice.
Main activities of 2nd line support can be summarized as below: -
 Provide the technical support for any escalated issue from the 1st line.
 Handle all technical issues within IP domain.
 Provide guidance for software delivery and upgrades.
 Escalate the trouble ticket to Third Line Support when they cannot solve it, and trace it until solved.
 Health Check for all IP nodes in the network within agreed Scope.
 Front office procedures support & knowledge transfer.
 Supporting Operator team for new nodes configuration.
 End users technical complaints support.
 Supporting Operator new services connectivity & configuration.
 Site visiting for any fault not fixed remotely through NOC.
 Preventive maintenance for Operator POP sites.

Network services Assurance:

In terms of network services assurance and performance improvement, IP Operation & Maintenance Support engineer will try to enhance the existing network policies, topologies, configurations and backup process.
Main activities of network assurance can be summarized as below but not limited to: -
 Planned activities preparation & Implementation.
 Method of procedure preparation for each activity.
 Current & future VLANS enhancement.
 Enhance the services monitoring through servers domains process.
 IP Network nodes regular backups.
 Firewalls optimization, existing policies review and update.
 Network elements routes enhancement.
 Disaster recovery plan preparation with Operator Stockholders.
 Network topology preparations & keep it always Updated.
 Supporting to implement network access control policy with Operator team.
 Enhance the operation management by introducing new procedures.
 Network safety and cyber security enhancement and follow up.
 Reporting and Network KPI analysis.

New JD Version
Act as single point of contact on all service requests related to the IP network.
Enhance current & future VLANS.
Enhance Network elements routes.
Enhance operation management through the introduction of new procedures.
Enhance the existing network policies, topologies, configurations and backup processes.
Enhance the services monitoring through server domains processes.
Escalate the trouble ticket to Third Line Support when required, and trace until resolved.
Generate operation weekly/monthly reports.
Handle all technical issues within the IP domain.
Make Network topology preparations & update continuously.
Manage customer communication and customer satisfaction if required.
Perform Health Checks for all IP nodes in the network within the agreed Scope.
Perform IP Network nodes regular backups.
Perform Network safety and cybersecurity enhancements and follow-ups.
Prepare methods of procedure for each activity.
Prepare the Disaster recovery plan with Awasr Stakeholders.
Provide front office procedure support & knowledge transfer.
Provide guidance for software delivery and upgrades.
Provide preventive maintenance for Awasr POP sites.
Provide support for end users technical complaints.
Provide the technical support for any escalated issue from the 1st line.
Responsible for configuration activities of the IP network.
Responsible for new node acceptance.
Responsible for Preventive Maintenance, and health checks of the IP network.
Responsible for resolving incidents and fulfilling standard service requests.
Responsible for troubleshooting and issue resolution of the IP network.
Run reporting and Network KPI analysis.
Support Awasr new services connectivity & configuration.
Support Firewalls optimisation, including review of existing policies and updates.
Support planned activities preparation & implementation efforts.
Support the Awasr team for new nodes configuration.
Support the implementation of network access control policies with the Awasr team.
Visit sites for any fault not fixed remotely through NOC.

WARNING:
- Local contract
- No expatriation benefits

Technical
Telecom
Operations and Maintenance
In development countries

Languages: English mandatory - Arabic will be a plus

• 8-10 graduate experience
• 5-7 post graduate experience
• A minimum of 5 years of experience in an IP system role, or similar experience, supporting carriers, ISP and/or other large service-providing networks.
• Deep knowledge of Huawei offerings is beneficial.
• Experienced in BGP, IS-IS, OSPF protocols, Firewall rules and best practices.
• Experienced in Firewall principles, commissioning H3C firewalls and maintenance work.
• Experienced in incident management.
• Experienced in setting up VLAN and IP addressing.
• Routing and switching experience.

Not mentionned