- Develop a specific robust escalation process with clear protocols, timelines, and accountability frameworks
- Create a dedicated communication channel for notifications and updates to stakeholders for proactive incidents through messages, incorporating real-time alert systems
- Establish the ability to convene a war room immediately for critical incidents requiring multi-stakeholder coordination, with predefined escalation matrices
- Ensure a leverage on AI and ML for predictive maintenance and proactive issue resolution, such as anomaly detection and trend analysis
- Ensure the implementation a specific view of real-time monitoring, analytics, and service assurance
- Own related incidents & issues and ensure special services continuity, availability and customer satisfaction.
- Provide and direct adequate staffing for 24/7 coverage in tier 1, 2 to monitor alarms of all special services of all technologies Mobile Access, Core, OSP, Transport, fixed access related elements & applying measures to maintain the 24x7 Network and Services availability within acceptable levels and to drive the proactive fault handling
- Provide basic tier 1, 2 event monitoring, filtering, correlation, analysis, localization, fault ticket initiation and referral within strict time limits
- Manage alarm handling, troubleshooting and demarcation & Escalate the outages, observations, and issues.
- Review and assess Tickets Response, Restoration and Resolution to ensure that Service Level agreement (SLA) are achieved, i.e. to restore Service in any Fault, disaster or downtime within a given time agreed with the vendor.
- Analyze and study network failures & outages and provide necessary recommendation to improve network stability and availability for special services with the support of BOs and Infra teams.
- Coordinate and support internally within SEA and for Inter technology (Mobile, Data, Fixed, Transport, Security) directly or indirectly connected / Inter working with Business, Carrier & Wholesale and Commercial Units.
- Ensure escalation to all SEA teams and Vendor’s for related issues.
- Ensure Technical Assistance to field for (fault analysis, determination of cause, and directing corrective action)
- Ensure a tightly controlled change management process for all network, IT, and service changes, incorporating automated validation checks
- Ensure rigorous impact assessments and testing, including simulated failover scenarios, before any changes affecting the ‘Special Services’
- Ensure full traceability and accountability for all changes through detailed documentation and auditing
- Establish a dedicated, agile, and highly trained team operating 24/7 to oversee the ‘Special Services’ specific services and operations
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