• Global Networks Support Hotline – the Networks Service Centre will be responsible for answering a single hotline number, acting as a single point of contact for internal IT teams and third-party vendors. In this way, the NSC will be seen as first-line support. Where appropriate, the NSC will escalate trouble tickets or service requests to the active regional networks support team (second-line).
  • Incident Management – the NSC will be responsible for recording the details of an incident and generating a trouble ticket. If the incident is simple and can be resolved quickly, the NSC will implement the fix and close the ticket. If the incident is more complicated or time-consuming, the NSC will escalate the ticket to the 2nd level support team support team for further investigation. During the history of an incident, the NSC will be responsible for recording the timeline of actions taken and results observed by remaining in regular contact with the troubleshooting team.
  • Spectrum Monitoring – the NSC will be responsible for monitoring the Network Management System (Spectrum by Aprisma). When a new alarm is received in the console, the alarm needs to be taken in hand and then acted upon accordingly, depending on the category and complexity of the alarm. If appropriate, a Remedy ticket will need to be generated and updated, or escalated to the regional networks support team. When there is no regional networks support cover (Saturday 00:01 – Sunday 23:59 GMT), the NSC will be responsible for escalating Spectrum alarms to the regional on-call engineers if necessary.
  • Voice Monitoring - the NSC will be responsible for monitoring the Voice Network Management Systems. When a new alarm is received in the console, the alarm needs to be taken in hand and then acted upon accordingly, depending on the category and complexity of the alarm. If appropriate, a Remedy ticket will need to be generated and updated, or escalated to the regional networks support team. When there is no regional networks support cover (Saturday 00:01 – Sunday 23:59 GMT), the NSC will be responsible for escalating alarms to the regional on-call engineers if necessary
  • Remedy – the NSC must ensure that every incident is recorded and updated regularly in Remedy. The NSC will be responsible for escalating a ticket to the regional on-call engineers over the weekend if deemed business impacting.
  • Raising Trouble Tickets with External Vendors – the NSC will need to be able to raise trouble tickets with external vendors and escalate when appropriate. This includes the opening, tracking and escalation of Cisco TAC cases.
  • Monitoring E-mails sent to the Networks Team Distribution Lists – the NSC will be responsible for monitoring e-mails sent to the Global Networks Support team distribution lists from other IT teams or external vendors. If the mail is reporting an incident, the NSC should record the details into a Remedy ticket, or contact the customer to gain further details if necessary. If the mail is from an external vendor requesting information, reporting an incident or notifying company of a maintenance activity, the request should be copied into a Remedy ticket and passed to the regional team, thus providing a record of all work undertaken.
  • Allocation of Service Requests – the NSC will be responsible for allocating the service requests that are opened to Networks Support globally. Specific requests will be allocated to engineers in the NSC and then completed. More complicated requests will be assigned to the regional support teams.
  • Metrics and Reporting – workflow metrics will need to be provided by the NSC, including trouble tickets processed, service requests completed, hotline calls answered etc. These will need to be collated for all global networks support functions and presented on a weekly basis.
  • Ad-Hoc Assistance with Business As Usual (BAU) Activities – if a BAU activity can be clearly articulated by the regional engineer, then the NSC may be used for ad-hoc assistance.
  • First-Level Voice Administration for VoIP – where deployed
  • Change Management – all changes made to the production network must be conducted in accordance with both the general company's Change Management policy and the more specific standards agreed by Global Networks. The NSC will be expected to use the internal Change Management software to raise Change Requests and ensure that all parties have agreed to the works before proceeding. In addition to this, the NSC staff will be regularly involved in post-change quality assurance.
  • Service Requests - typical requests that the NSC will implement include (but not limited to):
    • Modifying access lists
    • Configuring switch ports
    • IP address allocations
  • Reviewing changes – all changes to the production network must be verified by an independent engineer in order to confirm that configurations were entered correctly and that the supporting documentation is accurate.
  • Documentation auditing – the NSC will be responsible for ensuring that support documentation remains accurate and up-to-date.
  • Ad-hoc auditing requests - the NSC will be requested to assist with global auditing of configurations and devices, as and when appropriate.

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Country: Singapore
Employment Type: Full time
Salary: Open