JOB SUMMARY:
The Specialist Tower Operations Center (TOC) would be responsible for reporting, analytics, and remote support for monitoring system fault rectification. The role focuses on enhancing the Operations & Maintenance (O&M) monitoring platform by implementing new use cases, optimizing workflows, and driving a high degree of automation to enable touch-free operations. The Specialist collaborates with MSPs, field teams, and vendors to improve platform capabilities, streamline processes, and support proactive, efficient network management.
MAIN ACCOUNTABILITIES:
Prepare and present operational KPI reports to local and group management, providing actionable insights for decision-making.
Conduct audits of monitoring and performance management tools, ensuring high accuracy of alerts and reports.
Provide Level 1 technical support to operations teams for onsite RMS issues, ensuring rapid resolutions.
Perform root cause analysis of major incidents and recurring f...