Dispatcher - Noc

2 weeks ago

Kuala Lumpur, Kuala Lumpur, Malaysia Elabram Full time
Job Description
Carry Out initial ticket triage regarding fault requests and provide analysis to ensure onward dispatch is accurate.
Reactive/Planned work allocation to the Field, either by manual trouble ticket assignment or through optimized automation processes within a Work Force Management System
Review and monitor Ticket allocations through to resolution, ensuring that any escalation processes are followed.

Assist resolving Engineers by the provision of additional requirements to allow work execution, including Climbing permission, Access, and other 3PP services in line with local and site-specific procedures.

Support NOC Manager in achieving Dispatch and Field Services KPIs, produce escalation and post failure reports.

To work in a culture and way of working characterized by proactive attitude, teamwork focus, strong performance ethics, high professionalism, and high energy.

Monitor and resolve Jeopardy Alerts in a timely manner; assist engineers with any requirements to execute work.

Maintain constant telephone support through hunt groups and hotline support to provide a quality service to internal departments and external Customers.

First point of contact for all field fault related issues, to ensure prompt escalation to the Dispatch Management.
Monitor all work queues, assigning tickets within Dispatch SLA's, ensuring the Field resource is fully optimized.

In the event of any equipment failures, internally or externally, follow the Dispatch Disaster Recovery program to support customer activities until remedial work has been completed.

Support and assist with the development of work place tools, process and procedures to increase Dispatch and Field performance.
Requirement

Qualifications:
Engineering in Electrical Engineering/Telecommunication Engineering/or equivalent mostly in Telecom Industry.

Years of experience: 1-3 years

Experience of a fast-moving dispatch department, ideally in an 1st Level NOC environment with demanding contract requirements.
Ability to decipher technical information on fault tickets and dispatch within pre-determined KPI measures.
Proven background in ICT where both fault ticket handling and fix have been prevalent.
Ability to influence, persuade and mobilize internal/external resources to fulfil customer requirements.
Well organized and able to multi-task.

Ability to provide clear and concise reports/feedback to peers and management, adapting the style of communication appropriately to the audience/receivers.

Ability to influence and persuade multi-customer NOC teams on fault ticket quality to fulfil field engineer requirements.
Job Information
Industry

SHIFTING
Employment
Position Level
Staff/Officer
Working Hour
Language
English, Melayu

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