NOC Engineer L1
- الرياض
- دائم
- دوام كامل
The role ensures end-to-end service availability, proactive fault detection, and automated performance analysis using industry-best practices, AI/ML-based automation, and advanced monitoring tools. The position requires expertise in 2G/4G/5G, Core, Telco Cloud, IP/MPLS, IoT, VoLTE, VoWiFi, Cyber Security, and OTT services to maintain high service quality, ensure SLA compliance, and provide actionable insights for network and service optimization.Key Responsibilities:1. Real-Time & Near Real-Time Network & Service Performance Monitoring
- Monitor multi-vendor and multi-technology networks supporting all telecom services, including 2G, 4G, 5G, Core, VAS, FWA, IP/MPLS, VoLTE, VoWiFi, OTT services, IoT, M2M, and Cyber Security.
- Perform real-time and near real-time monitoring at multiple levels (nationwide, district, city, cluster, and node level).
- Correlate network faults with change management, user performance monitoring (UPM), and customer experience management (CEM) for root cause analysis.
- Provide enhanced network monitoring during critical events like Hajj, Ramadan, Saudi Seasons, and special projects.
- Ensure real-time network & service performance monitoring during crisis/disaster events.
- Execute pre- and post-event performance verification, update CMS system, and provide detailed reports.
- Receive and manage planned & unplanned network events (MSOs, MDTs, TCNs) to minimize customer impact.
- Build and maintain a severity matrix for all services based on KQIs, KPIs, and business impact, ensuring customer approval.
- Classify E2E service degradations and implement a clear escalation matrix for rapid resolution.
- Escalate issues to correct service owners/vendors and ensure timely corrective actions.
- Open and track trouble tickets (TTs) for all network and service performance issues, ensuring resolution compliance with SLAs.
- Monitor and analyze customer complaints to assess the impact of network performance on user experience.
- Investigate major service complaints from Wholesale (Other Local Operators), CST, Customer Care, Jawwy, MVNOs, VVIPs, and High-Management Escalations.
- Ensure strict SLA/WLA compliance through accurate monitoring and reporting mechanisms.
- Educational Background: Diploma or Bachelor’s degree in Telecommunications, Electrical Engineering, Computer Science, or related field.
- 2-3 years of experience in network/service performance monitoring in a telecom environment.
- Proven experience in real-time network monitoring, service assurance, and incident management.
- Expertise in handling multi-vendor networks and telecom services.
- Basic Understanding of: Mobile and Core Networks, Network monitoring tools (NetScout, SevOne, Viavi, EXFO, Keysight, Spirent, etc.) Experience in trouble ticketing, escalation workflows, and SLA management.
- knowledge of KQIs, KPIs, HI, CEI, fault correlation, and service degradation analysis.
- Soft Skills:
- Strong analytical and problem-solving skills.
- Ability to work under pressure and handle real-time incident escalations.
- Excellent communication
- Ability to work collaboratively with vendors, service owners, and cross-functional teams.
Expatriates