votre rôle
Incident Management (DHD logger)
¿ Troubleshoot and resolve incidents escalated from Front team
¿ Restore service as quickly as possible following a service outage-type Incident
¿ Escalate to TSC teams and other Soutiens on Incidents with the relevant investigation
¿ As appropriate, gather data and lay groundwork for Root Cause Analysis

1.2.2 Change Management
¿ Request fulfilment on standard/complex changes/ VDS

1.2.3 Continual Service Improvement
¿ Participate actively in Continuous Service Improvement (updates of technical/procedural
guidelines and configuration, scripting & automation)
¿ Routine administration tasks such as user and service management, SLA analysis and other
relevant activities
Liaising with other Soutiens, TSCs, CPNAT, RAC as a main point of contact/support
for essential changes to internal system/processes and Customer Network
system/processes respectively.

1.2.3 Knowledge base Consolidation
¿ Maintains technical procedures and Administration documents (Knowledge base-Wiki).
¿ Train the level 1 team on proactive resolution of DHD logger tickets/ provisionning.
¿ Provide coaching and assistance to the level 1 team to achieve autonomy.

1.2.4 Reporting and Communication
¿ Provide Reporting on operational issues to Team Leader
¿ Provide ad-hoc reports and participate in technical debriefs
o Identify and ensure team is correctly applying requested
procedures and escalate to Team Leader where required
¿ Ensure that weekly tech debrief meeting is delivered to team
o Share latest technical/procedural updates to team
o Gather feedback from Operational team to improve efficiency of the service

votre profil
CCNA + CCNP
Data and Voice knowledge

le plus de l'offre

contrat
CDI
Moka Road, Rose Hill, Mauritius - Ile Maurice