Responsibilities

• Implementation & upgrade of Wireless Network Infrastructure - (Coverage Extension)
• Responsible to maintain a broadband wireless Infrastructure in order to conduct direct ISP business.
• Responsible to Visit, Survey, The targeted key geographical locations for Tower implementation and upgrade, setup, configuration and Installation.
• Responsible for wireless System Configuration and Installation,
• Responsible to Manage the Power system for Office, sub-offices and towers to assure the services are not interrupted
• Responsible to maintain server room.

Manage NOC Staff

Responsible for managing the staff members serving clients on a 7 X 24 basis.

Conduct ticket reviews, manage schedules, and conduct performance reviews.

Technical Management of the NOC

Structure the NOC to best serve clients.

Conduct quality assurance initiatives, including but not limited to the monitoring of support calls to ensure staff are delivering quality information and support to clients that is courteous, timely, professional, and effective.

Identify areas requiring training and ensure appropriate training is scheduled and delivered.

Coach individual employees to improve skill sets and job performance.

Create and monitor development plans to insure consistent continued improvement in the skills and abilities of the team.

Field Services Team: Work to insure timely response to field services technicians to insure timely resolution of maintenance issues

Process Development and Implementation

• Responsible for designing and implementing client focused processes for running the NOC.
• Develop, document, and implement the necessary processes to insure consistently high performance in all areas.
• Implement the necessary metrics to monitor results and identify areas requiring improvement.
• Develop and maintain a knowledgebase to assist in resolving issues.
• Maintain and update service documentation to reflect changes in service encountered/driven by incident handling.

Incident Management

• Ensure appropriate resources are engaged in incident resolution.
• Oversee all aspects of the incident resolution.
• Ensure appropriate tickets are opened.
• Ensure timely and appropriate internal and external communication occur throughout the incident.
• Serve as an escalation point for third party issues.
• Lead reviews of incidents to identify deficiencies and foster continual improvement in operations.

Proactive Maintenance

• Schedule and oversee the maintenance schedule for network elements.
• Coordinate notification to client(s).
• Report project status to higher management.

Vendor Management

• Establish relationships with all third party carriers.
• Maintain current vendor escalation/contact lists.
• Develop and ensure adherence to a vendor escalation process to resolve incidents.
• Ensure proper documentation of service interruption resulting from vendor issues to enable requests for SLA credits to be processed.

Teamwork

• Ability to develop relationships and work closely with other departments to:
• Define transitions between teams.
• Ensure superior communication between teams.
• Assisting the sales team providing Technical structure, drawings, etc.. for Proposals
• Maximize the efficiency of the process.
• Contribute to and embody the Allied culture adopting the core values and encouraging/requiring the same from the team.
• Ensure shift turnover is handled appropriately.
• Monitor ticket processing to insure tickets are being aggressively worked and SLAs addressed.
• Analyze and report support metrics and trends.
• Training: Conduct Trainings to NOC Staff (Technical Department) to ensure capacity building for them. On regular basses.

Qualifications:

1. At least 3 years’ experience in providing and managing network or ISP managing peripherals.
2. Academic computer science Degree or any related Certifications (CCNP or any higher certificate are preferred)
3. Certifications (MTCNA, MTCRE & MTCWE)
4. Having implementing Experience  of projects.
5. Having supervisory, Management and coordination skills.
6. Having perfect humanitarian and equipment allocation skills
7. Being Expert of Network Technologies (i.e. routing protocols, Microsoft and Linux services).
8. Excellent organizational managing the interpersonal skills is MUST
9. Able to take initiative and work under pressure with limited supervision. 
10. Able to work in team work environment, and achieve team results or goals.
11. Able to communicate with domestic language further international English language.