Tech Officer: SLA & Special Investigat

Structural Information

Job number:                     10006942

Job title:                             Tech Officer: SLA & Special Investigat

Job grade:                          OP1

Group/ BU:                       Openserve

Division:                             Openserve

Span of control:               0

Reports to:                        Management

REM Functional Area:    Technical

Core Description

Technical Officer responsible to test and log special investigations on customer services with recurring faults.

Job Responsibilities

Output 1    
Monitored Progress    
Sub-outputs    
Co-ordinate implementation of recommended solution
Compile document
Source feedback on progress
Provide feedback
Range
Update database    Customer and Network Service Failures, Corporate ADSL services
MCO, LTS, IP Activator, Tx Ops, PCMAC, Netterm, SWPDS Alarm & Support
OCB, NET Manager, MS Outlook, Hi-Path
Clear codes, Fault Repair management
Cct Configuration, SLA, Penalty rebates
UNIBase FMS, Customer, Data Services, MS Access
Advantex, WebForce, xAct, DXX WeReporter
Tellabs 8000 Network Manager, CBS

Output 2    
Compiled Statistics    
Sub-outputs
Determine nature of statistics to be compiled
Determine information sources
Collect information
Process the information
Compile statistics
Evaluate statistics for accuracy
Distribute statistics
Range
Statistics
KPI
Network Failures
Clear Codes
MS Office

Output 3
Compiled Technical Report
Sub-outputs
Receive request
Gather information
Analyze information
Compile findings    A
Range
ll Logged Contractual Incidents And Reported date/ Time
Cleared Date/ Time, Deffered Date/ Time And Downtime Per CI
Repeat Faults, Circuit Rental, Penalty, GMTR And Rebate
Clear Codes
Reconciliation
Non-Voice Data Services

Output 4
Coordinated Network Investigation
Sub-outputs
Receive notification for network investigation
Gather and analyze information
Process information
Initiate investigation
Generate report
Produce management reports    
Range
All non-voice data services

Output 5
Managed Database
Sub-outputs
Receive and analyze raw data
Verify data integrity
Manipulate/ initiate update of relevant database    
Range
Special investigations, Netterm, SWPDS Alarm & Support, MS Outlook, Hi-Path, SLA, Access
Visual basics, MS Access, DAS Website, Advantex
Webforce, xAct, DXX WeReporter, Tellabs 8000 Network Manager, CBS, LTS, IP Activator

Output 6
Investigated Recurring Faults
Sub-outputs
Receive information on recurring fault
Obtain fault history of user circuits
Analyze fault history
Decide on action to be taken
Inform client of investigation (if necessary
Range
All non-voice data services

Output 7
Provided High Level Support
Sub-outputs
Determine nature of support to be provided
Investigate need
Initiate logging of need
Identify potential need/ receive and analyse request
Provide solution / execute support
Provide feedback
Range
All non-voice data services

Core Competencies

Functional Knowledge
Fault Management; Network Technologies & Configurations; Non-Voice Data Services; Alarm & Platform Support; Computer Hardware; Database Design; Computer Software; Fault Reporting; Procedures; Configuration; Management, Graphical services maps

Functional Skills
Presentation Techniques; Analytical; Telephone Etiquette    

Attitudes/ Leadership Behaviour
Assertive; Dedicated; Quality Awareness; Customer orientated

Certifications

Education

Experience

Additional Information

Special Requirements

Physical Requirements

Key Stakeholders