Tech Officer: SLA & Special Investigat

Structural Information

Job number:                     10006942

Job title:                             Tech Officer: SLA & Special Investigat

Job grade:                          OP1

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Management

REM Functional Area:    Technical

Core Description

Technical Officer responsible to test and log special investigations on customer services with recurring faults.

Job Responsibilities

Output 1    

Monitored Progress    

Sub-outputs    

Co-ordinate implementation of recommended solution

Compile document

Source feedback on progress

Provide feedback

Range

Update database    Customer and Network Service Failures, Corporate ADSL services

MCO, LTS, IP Activator, Tx Ops, PCMAC, Netterm, SWPDS Alarm & Support

OCB, NET Manager, MS Outlook, Hi-Path

Clear codes, Fault Repair management

Cct Configuration, SLA, Penalty rebates

UNIBase FMS, Customer, Data Services, MS Access

Advantex, WebForce, xAct, DXX WeReporter

Tellabs 8000 Network Manager, CBS

Output 2    

Compiled Statistics    

Sub-outputs

Determine nature of statistics to be compiled

Determine information sources

Collect information

Process the information

Compile statistics

Evaluate statistics for accuracy

Distribute statistics

Range

Statistics

KPI

Network Failures

Clear Codes

MS Office

Output 3

Compiled Technical Report

Sub-outputs

Receive request

Gather information

Analyze information

Compile findings    A

Range

ll Logged Contractual Incidents And Reported date/ Time

Cleared Date/ Time, Deffered Date/ Time And Downtime Per CI

Repeat Faults, Circuit Rental, Penalty, GMTR And Rebate

Clear Codes

Reconciliation

Non-Voice Data Services

Output 4

Coordinated Network Investigation

Sub-outputs

Receive notification for network investigation

Gather and analyze information

Process information

Initiate investigation

Generate report

Produce management reports    

Range

All non-voice data services

Output 5

Managed Database

Sub-outputs

Receive and analyze raw data

Verify data integrity

Manipulate/ initiate update of relevant database    

Range

Special investigations, Netterm, SWPDS Alarm & Support, MS Outlook, Hi-Path, SLA, Access

Visual basics, MS Access, DAS Website, Advantex

Webforce, xAct, DXX WeReporter, Tellabs 8000 Network Manager, CBS, LTS, IP Activator

Output 6

Investigated Recurring Faults

Sub-outputs

Receive information on recurring fault

Obtain fault history of user circuits

Analyze fault history

Decide on action to be taken

Inform client of investigation (if necessary

Range

All non-voice data services

Output 7

Provided High Level Support

Sub-outputs

Determine nature of support to be provided

Investigate need

Initiate logging of need

Identify potential need/ receive and analyse request

Provide solution / execute support

Provide feedback

Range

All non-voice data services

Core Competencies

Functional Knowledge

Fault Management; Network Technologies & Configurations; Non-Voice Data Services; Alarm & Platform Support; Computer Hardware; Database Design; Computer Software; Fault Reporting; Procedures; Configuration; Management, Graphical services maps

Functional Skills

Presentation Techniques; Analytical; Telephone Etiquette    

Attitudes/ Leadership Behaviour

Assertive; Dedicated; Quality Awareness; Customer orientated

Certifications

Education

Experience

Additional Information

Special Requirements

Physical Requirements

Key Stakeholders