Noc - Field Dispatch

3 weeks ago

Kuala Lumpur, Malaysia Elabram Full time

Job Description
Carry Out ticket triage regarding fault requests and provide analysis to ensure onward dispatch is accurate.
Monitor all work queues, assigning tickets within Dispatch SLA’s, ensuring the Field resource is fully optimized.
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.
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.
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 workplace 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**: 1-2 years, preferably as Field Force support/Dispatch role.
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.
Ability to influence, persuade and mobilize internal/external resources in multi-customer NOC teams on fault ticket quality to fulfil field engineer requirements.
Ability to provide clear and concise reports/feedback to peers and management, adapting the style of communication appropriately to the audience/receivers.
Demonstrable understanding of 3PP partners and when external agencies should be engaged in order to deliver world class results.
Demonstrable knowledge of Health and Safety issues within a Field Operations environment.

Job Information
Industry
Telecommunication
Employment
Contract
Position Level
Staff/Officer
Working Hour
SHIFTING
Language
English, Melayu

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