Office Management

Front Office Engineer 1st Level Support ( IP Access/Fixed Core Network/ Customer Level Support and VSAT Network) on Ericsson MS Omantel Project

Network Elements
• HUAWEI U2000 ( MSAN/GPON Access Network NMS)
• HUAWEI N2000 (NGN Fixed Core NMS)
• MEMOTECH (VSAT Network Node Manager)
• Network Monitoring (U2000 Core)

Customer Level Support/Troubleshooting
• Handling PRA/BRA issue troubleshooting and Looping test
• Handling ILL (International Lease Line) issues and troubleshooting and configuration
• Handling MPLS (Multiple Label Switching) issues and troubleshooting and configuration
• Handling BONT (Business ONLT,s) issues and troubleshooting and configuration
• Handling ADSL/VDSL (Home Fixed Line) issues and troubleshooting and configuration

Network Elements
• HUAWEI U2000 ( MSAN Access Network NMS)
• HUAWEI N2000 (NGN Fixed Core NMS)
• MEMOTECH (VSAT Network Node Manager)
• Network Monitoring (U2000 Core)

Performance and Network Monitoring Domain
• Huawei iManager N2000 (NGN Fixed Core)
• Huawei iManager U2000 (MSAN Access Network)
• Huawei iManager U2000 (Core Network)
• Performance Management System MOS5200
• Huawei FM System
• MOS7100
• Across Service Desk Management

Responsibilities:
• Network Monitoring (U2000 Fixed Line,N2000 Fixed Core)
• Event Management/Trouble Ticket management
• First line fault remote Diagnostics
• Remote Corrective Actions
• NGN Fixed Core basic troubleshooting
• Dispatch and Direction of FLM-Field Operation Staff
• Performance Reporting:
• Quality of the network monitoring work.
• 24x7x365 shift allocation and shift schedule.
• Daily Shift report for the issues highlighting the pending ones to Customer and Huawei.
• Escalation of TT related to other departments on time as per mutually agreed Procedures/SLA.
• Smooth handover between shifts.
• Management of O&M Teams to achieve SLA and Coordination with the customer
• Specialist of Monthly, Weekly and Daily Reports.
• Provides Major services outage investigations.
• Daily basis highlighting the pending issues to Management, Customer & Responsible.
• Ensured coherent and accurate escalations to management, customer and other departments by the team.
• Helped in rolling out and establishment of any new NOC (Front Office) processes at team level.
• Coached and trained the NOC (Front Office) team in interpretation and correlation of alarms from different entities.
• Analyze faults and perform 1st level (FO) maintenance before escalating to the 2nd line support (BO)
• For the Trouble Tickets Creation and Management use MOS7100 and SDM.
• Follow up the maintenance efforts taken by the support teams until the closure of the TT (using MOS7100)
• Monitoring performance of the network via MOS 5200.
• Daily Basis Check and Troubleshoot the Service Effecting Critical and Major Level Alarms.
• Monitor and follow up for the CR (Change Request) using Change Management process
• Ensure planned outages are carried out /rolled back in maintenance window.
• Daily/Weekly/Monthly network report for MSAN and NGN
• Fault/outages report execution.
• Closely coordination’s with other NOCs (MPLS/Tx/IP CORE) to check deeply the issue cause
• Monitoring Network performance Management System
• Making Traces on LTE Virtual ,End To End and 2g Traces
• Remote Corrective Actions
• Preparing Monthly DGMAN SLA Report and send to customer at the end on month
• Escalation VSAT/Memotec and DGMAN Team

Supervision
• Responsible for all the sales & distribution related activities in the territory
• To make periodic visits to the market and ensure stock availability in the entire territory along with constant increase in market penetration of Zong products
• Enforcing distribution policies and ensuring that the discipline is maintained
• Supervising the ASMs in management of their teams and target achievement
• To review list of all potential outlets along with: Number of shops, coverage, financial strength, logistic strength, brands/clients, reputation etc., provided by ASM’s
• To ensure that the channel partners stay abreast with all the developments in terms of SOP’s, Targets and Trade Promotions
• Ensure that the Sales team is fully trained and equipped with company product knowledge
Operational
• Develop an atmosphere which is fit for healthy business relations with all franchises, distributors and trade.
• Co-ordinate for the in time payment of incentives and commissions of franchises and trade.
• Ensure timely payment of sale incentives to all regional sales team.
• To ensure that all Franchises and retailers in all regions follow the SIM prices and margins in the entire sales channel e.g. Prices from Distributor to Sub Distributor & from Sub distributors to Retailers.
• To ensure Franchises and retailers get commission established by the Company
• To ensure that the Franchise and Retailers have sufficient POS material at all times.
• To ensure that the latest POS materials are properly placed in outlets at all times
• To ensure that the channel partners follow Company’s Rule, Policies and Procedures at all times including acquisition of real customers, proper use and management of customers NIC.
• Attend to channel partners for their commission, payout and legal issues and queries to their utmost satisfaction
Achievement of Sales Targets
• Planning the sales operations and activities daily, weekly and on monthly basis keeping the assigned targets in mind
• Distribution of territorial targets into areas, based on the geography and the strength of franchise/retail network in different areas
• Proper communication of these targets to the ASMs, BDOs & franchises, and making sure that utmost efforts are being put in the achievement of these targets
Merchandising
• Responsible for availability of POS material at the outlets
Identifying issues & problems
• Identification of various issues faced by the franchise & retail channels in the territory, and communicating them to the RD or relevant department
• Focus on individual franchises, support them in their issues and push them to achieve their individual targets

Tools
• CRM System (Customer Relation Management)
• CRM Reports (Customer Relation Management System reports)
• FVP (Franchise Visibility Portal)
• Zong MNP Portal System
• Accounting Software
• Zong email Server

RESPONSIBILITIES:-
• Dealing with customers and clients in a courteous, professional and diplomatic manner.
• Capable of influencing the opinions of customers.
• Analyzing KPI at the end of month
• Achieving targets on monthly basis with the support of BDO (Business Development Officer)
• Establishing and maintaining positive customer relationships.
• Able to adapt tone, language and style for different customers and situations.
• Able to handle complaints, aggressive customers and difficult situations.
• Visiting important accounts and clients to maintain good relations.
• Delegating work according to an employee’s abilities and skills.
• Effectively presenting information.
• Building up effective customer service teams.
• Ability to lead and motivate.
• Root-cause analysis
• Analyzing and planning workflow.
• Able to handle unreasonable expectations.
• Daily/Weekly/Monthly reporting to Area Manager and Regional Manager
• Dealing with banks for Mini Load/Scratch Cards and Zong Timepey balance
• MNP (Mobile Network Portability) and Sim replacement
• Making Postpaid and Demo Lines
• Handle customers complain and forward to CSD teams
• Making profit and loss sheet for franchise through accounting software
• Attending monthly CRM meeting and presentation in Zong Head Office