Lead Operations And Support

Description:

· Lead and manage the operations and support team.

· Responsible for technical design, platform implementation, deployment and modification for ICT platform including new products and change requests.

· Participate in the planning, deployment, commissioning, integration & ATP of ICT systems.

· Troubleshoot technical problems of the related ICT platforms, identify the faults, rectify & repair them.

· Keep track of faults and problems/issues in each of the ICT systems.

· Keep track & resolve end user complaints through Siebel system.

· Manage and Plan routine and preventive maintenance checks of ICT systems, inform concerned section(s), of any irregularities observed during the check.

· Ensure that the maintenance schedules are strictly implemented and are as per manufacturers’ guidelines/operational manuals.

· Study the history of repeated fault occurrence and various technical aspects of such repeated complaints. Propose action/solutions for permanent solution.

· Maintain record of all faults, tests and commissioning results.

· Keep track of all changes in the network H/W, S/W and parameters according to strict Change Management Procedure.

· Generate statistics & traffic reports and utilize them to monitor service quality and performance.

· Generate incident/analysis reports on network events, changes, etc.

· Provide input in tender/RFP and vendor valuation/selection.

· Serve as SME for all issues relating to ICT platforms