Network Surveillance Junior

Broad Role Description
The role is responsible for keeping a continues monitoring of the network, analysing all events on a short and effective time, responding to all network issues, incident reporting, debug and troubleshoot.
The role is also responsible for keeping a continues monitoring of all auxiliary systems that support all the operation, putting in place all necessary actions and procedures to recover from any events on an efficient and effective time, avoiding impact on the network and services.  Work on round-the-clock team model providing 24x7 coverage to ensuring maximum uptime of production network by monitoring and ensuring timely resolution of incidents.
Responsible by Change Management Control, assuring that all actions and changes to the network and infrastructure are performed against the plan and executed to meet the agreed maintenance windows, monitoring network impacts assuring that it doesn’t exceeded the approved plans.
This role will also be responsible to ensure that service provision, test and deliver of new customer services are completed on time, “right first time,” and within the defined timelines. You may also be required to configure system hardware and manage system backups.
The role provides first line of contact and support for both internal and external Customers in the way of informing, resolving or escalate incidents. Provide Route Cause analysis and reporting.
This role will be a central point of contact for both internal and external customers.

Key Role Deliverables

Monitor 24x7 all active assets on the network, facilities and support systems.
Operate and maintain 24x7 surveillance system ensuring reliability and quality of services.
Manage and solve network and facility incidents in a time efficient manner, monitor and control MTTR metrics.
Provision, test and deliver services to customers (internal and external) according to the
agreed timelines, monitor and control MTTI metrics.
Be the first point of Customers, answering, informing and supporting them on a regular basis   

Interact and contact with all EllaLink corporate areas, following established procedures.
Interact and contact with 3rd party suppliers and contractors whenever it revels necessary and following procedures in place, ensuring SLA compliance.
Handle and solve tickets on according to operational procedures in place.   

Escalate issues whenever it is necessary, either to internal level 2 of support or to third party entities.
Own end-to-end incident management process for network and facility incidents, controlling all open cases and associated SLAs.

Escalate and inform all major network incidents to the supervisor and management team, keeping organization informed and aware of relevant known issues and the steps being taken.
Report directly to the supervisor on incidents performance, escalation cases and whenever Major impact (or may impact) services.
 Provide out of hours support to the business
 Work focus on keep customers, team and EllaLink defined objectives and KPIs
 Identify recurring issues and work with internal engineering teams or 3rd party suppliers on mitigating procedures and solution
 Report directly to the supervisor on any incidents that impact or may impact the services
 Be a teammate willing to cover any needs of the team and the enterprise
 Participate and propose improvement to the processes and procedures used by the team using innovative and nonstandard processes and tooling
 Get involved with the team and work together with other departments in Ellalink to achieve common business goals
 Participate and propose improvement to documentation, policies and standards related to the departments work processes which is up to date and accurately reflects the day to day running of the team
 Develop and publish operations and network performance reports

Ideal Experience Profile
New graduate or in progress Bachelor’s degree in Communication Engineering, computer science, information
systems or a related field
IT/System knowledge
A knowledge of telecom networks and services
Knowledge on monitoring infrastructure
Electricity backup systems: Generators, UPS, DC and Battery Plants.
Electricity
Knowledge Air Conditioning Systems
Fire & Security Systems
Building Management tools
DCIM
VISIO or AutoCAD
Knowledge on equipment and circuit inventory and monitoring tools

Desirable Personal Attributes
Full written and spoken bilingual proficiency in English and Portuguese and/or Spanish
Motivated, adaptable, persistent, hard-working, and dynamic
Available to work on a 24x7 rotating shifts
Willing to learn and actively participate on new projects and challenges
Team player, who contributes ideas and suggestions for improvement
Strong analytical skills for fault resolution and project implementation
Able to analyse problems, issues & needs and provide robust but adaptable solutions which meet current and future requirements
Ability to cope with changing environment – including adapting to meet emergency business critical events
Self-motivated Capable of working under pressure/using own initiative with minimal supervision.
Effectively plans and organises own workload
Able to express himself effectively and in quantitative terms
Strong interpersonal and communication skills

we are willing to provide all the training

Essential Qualification:

Proficient in use of MS Office applications
Competent use of other softwares

 

All candidates should send an email to recruitmentjune24@gmail.com 

Only CVs in English and accompanied by a motivation letter in the same language will be considered.

Immediate availability will be appreciated.

 

Good Luck !!