Zain Bahrain Hiring for SOC Engineering Trainee at محافظة العاصمة المنامة البحرين Full Time

Assuring overall Network health and offered services soundness by actively monitoring all Network elements, handling incidents, statistics and reporting and acting as first line technical support point of contact for all Network related problems and customer complaints.

Main Responsibilities & Duties

• Alarm monitoring and incident handling and ensuring adequate incident reporting which includes network and fraud incidents.
• Customer complaint handling (reassigning/first-line troubleshooting/resolution).
• Verification and reporting of statistics of business and technical reports.
• Perform test procedures and analyze test results to isolate and determine the type of service problem.
• Assist skilled teams in restoration of service wherever possible.
• Creation and follow up of trouble tickets, interconnect partners and International Carriers.
• Preventive maintenance control. (Ensure the frequent check and backup process)
• Develop new processes to fill any gap, interdepartmental coordination.
• Conduct awareness workshop for change processes and compliance.
• Change management control (ensure the integrity & proper closing of the change activity)
• Maintaining history log for all events which include outage, or any network issues impacting subscribers.
• Perform service performance analysis via available tools from performance alert indicators.
• Handle international routing requests, destinations routing and carriers’ incidents.
• Handle roaming customer complaints and incidents.
• Monitoring and first level troubleshooting of service performance.
• Update and enhance SOC procedures and look into gaps to enhance quality and efficiency.
• Administrate and tackle system issues under SOC domain, Remedy, APP Manager, and other acquired systems and attend to ad-hoc related requests to those systems.
• Assist in managing monitoring solutions systems that monitors performance and service level.
• Manage users controls of systems related to network team.
• Respond to internal and external audits related to SOC.
• Deal effectively with vendors in matters related to systems used by SOC team.
• Responsible to administrate planned activities by Network team which includes management approval and notification and monitoring completion and success/failure of the activity.
• Service and quality testing when necessary.
• Perform all other related duties as assigned.