24/7 monitoring of active and passive network nodes (RAN, IP, Core,
VAS, Transmission, Data centre passive equipment and enterprise
solutions)
Escalation of alarms, outages, dips, degradations, and other failures to field and BO teams for support, COF, and resolution
Follow-up with resolver teams for resolution of network faults and incidents
Management of incident tickets (TT creation, assignment, tracking, update, and closure) within SLA
Provision of support for troubleshooting of POF and COF for network incidents
Provision of support for field engineers in checking current alarms
and operational status to ensure they are guided appropriately in fault
resolution
Interfacing (escalation and resolution follow-up) on network faults
and incidents with other service providers(Colocation service
providers, lease lines and interconnect service providers, etc.)
Provision of regular periodic updates on all network faults and incidents
Send notifications for planned/unplanned outages to all stakeholders
Provide operations primary point of interface for enterprise customers and partners
Conduct initial demarcation of enterprise customers and partners complaints
Notify customers of problems on enterprise services and provide
regular periodic updates on ongoing resolution actions till service
restoration
Work with back office to ensure visibility of all network nodes
Process access to MGWs, BSCs, data centres and network sites for maintenance and troubleshooting
Perform other duties as assigned by the Incident and Surveillance Manager.