Salary: $3k-4k/month (all inclusive, depends on experience). Work permit and tax will be paid by company. Work starts in 1 Nov 2010. Min experience: 2 years in the same fields.
Requirements :
5.2.1 SOC
1. Tasks/responsibilities for the Unit (BE)· Core Network & Transmission Support
- Investigate and troubleshoot the incident in area of NSS, BSS, GPRS and Transmission
- Reduce the number of alarm coming from network element
- Support BTS upgrade tasks
- Support SOC-FE-CSR in fixing the individual technical complaint
- Identify and reduce the number of complaint
- Do the job transition from NSP to SOC for new service and/or network
- Prepare the monitoring tool and E2E troubleshooting procedure
- Improve and update the monitoring tool and troubleshooting procedure
- Open the problem ticket to NSP for finding the root cause and permanent solution
- Report and follow up the problem that is raised to NSP
- Inform/train BE’s staff in relevant troubleshooting procedures
- Inform/train FE’s staff in relevant monitoring tools and first troubleshooting procedures
- Handle the disaster incident
· IP Network Support
- Investigate and troubleshoot the incident on the whole IP network
- Support SOC-FE-CSR in fixing the individual technical complaint
- Do the job transition from NSP to SOC for new IP network
- Prepare the monitoring tool and E2E troubleshooting procedure
- Improve and update the monitoring tool and troubleshooting procedure
- Open the problem ticket to NSP for finding the root cause and permanent solution
- Report and follow up the problem that is raised to NSP
- Inform/train BE’s staff in relevant troubleshooting procedures
- Inform/train FE’s staff in relevant monitoring tools and first troubleshooting procedures
- Handle the disaster incident
· VAS, IN & Reload
- Investigate and troubleshoot the incident on Mobile Messaging Service, VAS-Service, IN and all Reload channel
- Support SOC-FE-CSR fixing the individual technical complaint
- Assess/identify/reduce the number of complaint
- Do the job transition from NSP to SOC for new VAS services
- Prepare the monitoring tool and E2E troubleshooting procedure
- Improve and update the monitoring tool and troubleshooting procedure
- Open the problem ticket to NSP for finding the root cause and permanent solution
- Report and follow up the problem that is raised to NSP
- Inform/train BE’s staff in relevant troubleshooting procedures
- Inform/train FE’s staff in relevant monitoring tools and first troubleshooting procedures
- Handle the disaster incident
2. Tasks/responsibilities for the Unit (FE)
· Efficiency &Production Control
- Be leader of the shift
- Control the network and services outage to be minimum
- Allocates staff for incidents
- Secures that SLA’s are met
- Sends notifications in time
- Drives escalations when necessary
- Be single point of information during fault
- Handles VIP requests
- Secure quality in closure
- Regular follow-ups with RFO & BBTEC on quality
- Staff scheduling
- Reporting on disaster
· Front End Network
- 24*7 network surveillance
- Do 1st Troubleshooting on GSM (MSC, BSC, BTS), IDD, Transmission, IP, Corporate E1, etc.
- 1st Traffic Management (Bypass C@O, re-route IDD, Block/ Unblock USSD services)
o Dispatch TT:s for further analysis
- Network related disaster handling
- TT Tracking with RFO, BBTEC, Back End & others
· Front End Service
- 24*7 service surveillance
- Do 1st Trouble shooting on C@O, IR service, SMS, MMS, GPRS, ATM SIM, Happy online, USSD, Bank Refill, M –cash, etc
o Dispatch TT:s for further analysis
- Service related disaster handling
- Incident tracking with Back End, NSP & others
· Front End Customer Support Relation
o One focal point for Customer Care for both External Services & Call Center Application
o Inform /update on incident/outage to Call Center
o Customer Complaint Handling
o Investigate to individual complain
o Create Trouble tickets and log all actions
o Correlate outage and complain
- Sum. affect of Planned activity to Call Center
- Contact point for 7/11
· Front End Support and Improvement
- Prepare and Support on FE improvement projects
- Identify the weakness of FE in term of individual personnel, internal organization, process, tools, working environment, and internal communication between sub units.
- Look for new process to improve front end staff and new way of work
- Coordinate with EC for process alignment
- Study and improve front end organization
- Support on new tools
- Ensure FE is ready to monitor new project transferred to Service Operation (ORD Document , Trouble shooting guideline Document, Training class)
- Improve FE personal attitude and their performance
- Maintain all the support documents and make them easy to access for every FE personnel
5.2.2 BOS
1. Tasks/responsibilities for the Unit (Billing App.)· Billing Application Unit (BA)
o To setup Tariff for all DTAC Service & Promotion
o To setup Parameter for Rating: new numbering plan, new SCP, new cell site, new circuit.
o To operate day to day for International Roaming, IDD & Interconnection invoice reconciliation
o Day-to-day maintenance of CDR collection system.
o To operate Bill Generation process, IR/TAP processing
o Proactive Problem Management mainly focusing on the providing the permanent solution, process improvement, and targeting the preventive action in billing applications.
· Prepaid Team
o Setup Tariff for all DTAC Service & Promotion for prepaid services.
o Setup Parameter for Rating: new numbering plan, new SCP, new cell-site for prepaid service.
o To be 2nd line support for prepaid tariff application
o Problem owner for prepaid tariff application.
· Postpaid Team
o Setup Tariff for all DTAC Service & Promotion for prepaid services.
o Setup Parameter for Rating: new numbering plan, new cell-site for postpaid service.
o To be 2nd line support for postpaid billing and invoice generation process.
o Problem owner for prepaid tariff application
o Unallocated record management
o Day-to-day maintenance of CDR collection system.
o To control XDRs collection system.
o Release and deployment management for CDR Collection.
· IR&IDD Team
o Setup IC parameter in IC billing system.
o IC Traffic reconciliation for invoice.
o Provide weekly IC traffic reports for executives.
o Support regulatory for test for IC reconciliation.
o Investigation of IC traffic discrepancy and find & implement the permanent fix.
· Interconnection/IC Team
o Setup IDD / IR rates both retails and wholesales.
o Support commercial for initiating new IDD/ IR charging development scheme.
o To be 2nd line support for customer complaint.
o Support IR TADIG test
o Ensure completeness and accuracy of Tap file exchange.
o Ensure timeliness of NRTRDE file transfer.
5.2.3 NSP
1. Tasks/responsibilities for the Network and Systems Department· Core Network Platforms Operation
- Be responsible for overall performance and network quality of core switching platforms (MSC, HLR, MSS, MGW, BSC, IDD, SGSN, GGSN), Transmission (SDH, Microwave) and IP network (MPLS, IP switches and routers, Firewall, load balancers) serving all DTAC both external and internal services.
- Develop and maintain preventive and routine maintenance procedure and plan required to keep the core switching, transmission, IP network and other relevant core network elements functioning at highest availability
- Execute the preventive and routine maintenance required for core network elements as planned, this includes diagnosis of each network component and unit switch-over test to tackle the defective unit and component for proactive replacements
- Conduct and perform transmission loop and protection link test to confirm the link redundancy after clean-up of main and protection link configuration with Vendors and Engineering
- Perform fiber cable and media loss trace to identify the poor performance fiber cable portion and follow up with field operation to replace the degraded section
- Take ownership on all element under core network platforms
- Receive and obtain the problem case initiated from SOC or other parties relating to core network platforms and ensure the case is assigned to Core Network Platforms staff to handle and manage the case
- Investigate the case and follow up with vendors and Engineering teams to identify the root cause of the problem as well as to find out the permanent solution
- Obtain and verify the procedure to implement permanent solution, and the result in the test bed or lab prior to implementing into live network
- Follow up or develop the plan to implement the permanent solution into the live network
- Execute core switching network element SW fix update beyond the pilot sites to complete the upgrade throughout nation-wide network
- Manage vendors and control their performance, KPI & SLA regarding the permanent solution delivery
- Assess and evaluate current core network platform performance, in order to identify the applicable improvement to make the network more robust
- Prepare, plan and propose CAPEX budget required to support the core network platform performance improvement
- Present and clarify support justification to IC for CAPEX approval
- Manage improvement project to complete within schedule and plan
- Support and provide operational requirements relating to core network platforms to new project to ensure all operational requirements are specified and included into the project requirements as per solution delivery process
- Provide and assign resource in Core Network Platforms unit to join the project team to handle and manage the project implementation when support from core network platform area is required
- Perform ORT & ORD review and evaluation relating to core network platform area to ensure the proper quality of the project deliverable and operational readiness after deployment
- Initiate, review and approve change request following DP3 and Change Control process required for the implementation of work-around and permanent solution, as well as configuration change to support capacity expansion, traffic re-routing and so on
- Execute daily IP network admin and access list provisioning to support requests from internal DTAC customers, including firewall rule and access provisioning
- Participate service incident investigation when requested which may involve data sniffer log capture, network logging detail analysis or connectivity test & verification towards suspected links or connections
· Service Platform Operation
- Be responsible for overall performance and service quality of all external services serving DTAC customers, including mobile messaging services (SMS, MMS, Missed call alert, Push mail, WAP), IN, Top-up (Scratch-card, USSD, IVR, Happy online, 7-11, E-pay, Bank-gateway, MD-SMI etc), IVR, VAS (CPA, ATM SIM, Jaidee services, Corporate SMS, E-services [Refill via happy web, My Happy Market, Happy Virus,Red Army], Ring4U, LBS etc)
- Daily application administration task execution (user service provisioning and profile adjustments, ad-hoc & routine service report)
- Manage vendors and control their performance, KPI & SLA regarding the permanent solution delivery
- Perform house-keeping (application log clean-up and purge, application log analysis and tracking, intermittent error or alarm investigation) to manage the service running at highest performance with minimum failure
- Handle problem management to investigate, analyze, identify the actual root cause causing the service interruption, degradation or failure, and find out the permanent solution to completely fix the problem with coordination and support provided by Development, Engineering and vendors
- Verify and confirm the fix and implementation procedure prior to preparing implementation plan to actually deploy the fix into production environment
- Support and provide operational requirements relating to service platform operation to new project to ensure all operational requirements are specified and included into the project requirements as per solution delivery process
- Provide and assign resource in Service Platforms unit to join the project team to handle and manage the project implementation when support from service platform area is required
- Perform ORT & ORD review and evaluation relating to service platform area to ensure the proper quality of the project deliverable and operational readiness after deployment
- Assess and evaluate current external service performance, in order to identify the applicable improvement to make the service more robust
- Coordinate with Development, Engineering and Vendor for improvement actions to strengthen the weakness area in concerned services, and continually drive & follow up for actual improvement implementation
- Manage improvement project to complete within schedule and plan
- Review, assess and evaluate all change request to be deployed into production environment, and grant the approval or rejection following change control process
- Execute the application deployment to implement change into production environment following deployment procedure and update the change implementation status into the OVSD system to track the change status effectively, and coordinate with System Platforms Unit and Core Network Platforms Unit for the deployment execution in core network and system platforms to confirm end-2-end deployment result
- Provide 2nd line troubleshooting support to recover the incident of external service when requested
· System Platform Operation
- System house-keeping execution to maintain the system running with only necessary loads (log file clean-up, database purging, CPU/memory/disk usage and monitoring, abnormal error log investigation & analysis, serving traffic and transaction trend etc.)
- Handle system problem management to investigate, analyze, identify the actual root cause causing the system interruption, degradation or failure, and find out the permanent solution to completely fix the problem with coordination and support provided by Development, Engineering and vendors
- Support and provide operational requirements relating to system platform operation to new project to ensure all operational requirements are specified and included into the project requirements as per solution delivery process
- Manage vendors and control their performance, KPI & SLA regarding the permanent solution delivery
- Verify and confirm the fix and implementation procedure prior to preparing implementation plan to actually deploy the fix into production environment
- Provide and assign resource in System Platforms unit to join the project team to handle and manage the project implementation when support from system platform area is required
- Perform ORT & ORD review and evaluation relating to system platform area to ensure the proper quality of the project deliverable and operational readiness after deployment
- Assess and evaluate current system performance, in order to identify the applicable improvement to make the system more robust
- Coordinate with Development, Engineering and Vendor for improvement actions to strengthen the weakness area in concerned system, and continually drive & follow up for actual improvement implementation
- Manage improvement project to complete within schedule and plan
- Review, assess and evaluate all change request to be deployed into production environment, and grant the approval or rejection following change control process
- Execute the system deployment to implement change into production environment following deployment procedure and update the change implementation status into the OVSD system to track the change status effectively
- Perform end-2-end system administration tasks (username/password creation, removal and privilege adjustment after account approval confirmation) covering database, EAI and system domains
- Manage and control activities performed in data center strictly to stabilize and prevent data center from any service interruption
- Perform data center environment status check routinely following the daily data center operation procedure (temperature and humidity measurement, general visual check)
- Handle system backup execution, restoration test and cross-site backup tape transfer according to system backup procedure
- Monitor and observe the person who work in data center room to control their action closely
- Review, check, verify the data center access request and support only access request that has been raised through normal/proper physical site access control procedure
For all positions, Kindly submit your CV to syarif@cendekia.net before 2nd Sept 2010.
Only shortlisted candidate will be notified.