Khaalid Elaheebocus

Additional responsibilities such as:

• Report on key metrics of availability, incident resolution and service delivery performance.
• Manage scheduling of shift coverage and operational work streams to optimize service delivery.
• Address technical and non-technical escalations.
• Responsibility for direct supervision of NOC team members.
• Managing the day-to-day activities of the team.
• Developing and implementing a timeline to achieve targets.
• Established guidelines for team operations, resulting in improved efficiency.

• Provide technical end-user support, perform troubleshooting, and resolve network issues.
• Monitor the Backbone, Backhaul, Access and customer network of the ISP.
• Handle incoming & outgoing customer emails and calls in a timely and professional manner.
• Monitor all networks and data center hardware platforms for hardware and operating system related alerts, errors, warnings, performance, communications related issues, or problem conditions.
• Responded to and resolved tickets quickly to limit systems, network and operational downtime.
• Managing the ticketing system.
• Troubleshot connectivity issues to ensure uninterrupted service delivery.
• Troubleshot network issues and provided rapid solutions to limit downtime.