Karim D.

- Monitoring shift team leader : access / transmission / core / radio of 5x networks : Salt Mobile - Eir Mobile - Free Sénégal - Epic Cyprus- Epic Malta - Supervise and lead a team of NOC engineers. - Ensure team members are properly trained and motivated to meet operational objectives. - Monitor network infrastructure, services, and systems to identify and respond to incidents and anomalies. - Coordinate the scheduling of staff to ensure 24/7 network monitoring. - Escalate critical issues to the appropriate personnel/team for resolution. - Lead incident response efforts, ensuring swift resolution of network problems and outages. - Maintain accurate records of network configurations, changes, and incident reports. - Receiving calls and emails, first-line customer liaison: service desk agent, incident and request agent - Recording incidents and requests in the Service Management Tool (BMC REMEDY). Logging all relevant incidents/service request details allocating categorization and prioritization codes. - Making an initial assessment and diagnose of incidents and service requests and attempting to resolve them. - Follow the documented procedures - Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the same - - Support group or to different support groups - Record and update information in the knowledge database - Monitoring progress of incident resolution relative to the appropriate SLA - Keeping customers informed on incident status and progress - Managing the incident life-cycle, including closure and verification - Closing incidents and confirmation with the customer

Radio / Transmission IP / Core Supervisor for Salt Mobile / Eir Mobile Free Sénégal / Epic Cyprus / Epic Malta - Monitoring for network issue : 2G / 3G / 4G / 5G /Network IP-WDM-MW/ CoreCS-PS-IMS - Support field technician - Network performance analysis - Recording incidents and requests in the Service Management Tool. Logging all relevant incidents/service request details allocating categorization and prioritization codes. - Making an initial assessment and diagnose of incidents and service requests and attempting to resolve them. Make use of the knowledge database - Follow the documented procedures - Escalating incidents or services requests that cannot resolve/fulfil to other support agents in the same support group or to different support groups - Record and update information in the knowledge database - Monitoring progress of incident resolution relative to the appropriate SLA - Closing incidents and confirmation with the customer