Purpose:
The role holder will be the primary Focal Point for Fault Management, Customer complaints Handling, Configuration Implementation, and Performance Monitoring across all Software Applications, and ancillaries,
The SOC unit contributes to this through the effective management, operation and maintenance of the SOC, through identifying and resolution of faults and through the effective monitoring of service performance ensuring customers have full use of all services 24/7 to the required standards.
The role contributes to Software services by carrying centralized operations and maintenance tasks and providing a full Customers technical support 24/7/365.
Roles & Responsibilties:
Carry out efficiently all Software related day to day activities Fault Management, Performance Monitoring, Configuration implementation, and script development across all Software and service platforms.
Support the introduction and delivery of network management systems functionalities towards enabling Service Monitoring team to centrally perform fault management for all o network elements and Software service platforms.
Escalate major faults that can affect service levels to higher management, & undertake root cause analysis of trouble-tickets to identify root causes and develop mitigating actions.
Perform trouble-shooting and escalation of faults to the relevant Vendor where required; track and ensure timely resolved.
Perform script development and debugging of Software Applications in close coordination with relevant technology and Business teams.
Follow-up safety precautions by using properly the security tools and operations for SOC in line with guidelines issued by Technology Security department.
Handle other Software Operations functions (outside the SOC) that can be better optimised and managed within the Software SOC.
Work cooperatively with all SOC teams to ensure the highest level of performance.
Provide remote technical assistance to Service Monitoring team whenever required.
Monitor the performance of the Software platforms according to predefined thresholds and implement re-configurations to minimize performance degradations.
Implement maintenance routine schedules as per applications owner recommendations.
Deliver, implement and configure diverse Netwo Management Syste.
Escalate to Vendor Support any system incident and lead communication with R&D
KPI
• Internal customer (BUs) satisfaction, SLA performance
• MTTR / MTBF
• Time for resolution of Level 2 customer support issues
• Timely reporting of KPIs to Performance and Compliance
• Number of faul resolved (Proacti Resolution)
• Time for resolution of Level 2 & Level 3 customer support issues
• Deliver and implement applicatio as per project plan
• Automate daily operations activities
• Digitalization of Software SOC environment and processes
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