Monitoring & Provision Supervisor

In charge of supervising the support monitoring and provisioning technicians. Verify that departments involved are informed in time to be able to work on the resolution of service outage. Report alerts of the network devices. Provide basic troubleshooting, report, and follow up on network devices by using company tools.

ESSENTIAL DUTIES AND RESPONSIBILITIES

- Responsible for the staff monitoring the devices of our network.
- Supervise and monitor the installation and service process worked by the provisioning technicians.

- Prepares reports of daily, weekly, and monthly service outages with a chronological sequence of events.

- Prepares daily reports of the installations, services and completed tickets. - Audit and follow up on tickets that require to be sent to for billing.
- Supervise that the monitoring team and perform the following tasks:

- Monitor proactively the network using tools such as Intermapper and other company resources.

- Report unreachable devices to other Tiers for more depth troubleshooting.

- Daily use of company communication tools (e-mail, MS Teams, phone calls) to report outages in the network.

- Generate outage notifications to carriers and VIP clients.

- Requests updates of current outages from involved departments (Field Ops, Engineering, etc.)

- Open outage tickets for documentation and operation purposes.

- Responsible for creating and sending notifications of scheduled, emergency, and completion of maintenance works.

- Responsible for sending official RFO (reason for outage) to carriers and VIP clients.

- Assist in the confirmation of restore services after a major outage event.

- Will provide client outage status by email and/or phone calls.

- Identify the causes of networking problems using diagnostic testing software and devices.

-Responsible for overseeing that processes are documented by the provisioning technicians for the following work types:

            Installation 

            Service

JOB DESCRIPTION

- Upgrade

- Remote Upgrade

- Removal / cancellation

- Remote Add On (VLANS, Static IP Address)

- Transfer Account

- Be able to understand and perform the tasks assigned to the provisioning team:

- Assist remotely providing thorough troubleshooting and determining service problems during a technical visit.

- Follow up on escalated tickets to other departments such as and not limited to: RF, site work,

network engineering, related to an open installation, or service ticket.

-Configure wide area network (WAN) or local area network (LAN) routers or related equipment.

-Configure and define parameters for installation or testing of local area network (LAN), wide area network (WAN), hubs, routers, switches, controllers, multiplexers, or related networking equipment.

-Install and configure wireless networking equipment.

- Other essential duties assigned as required by Tech Support Manager.

- Availability to work overtime if necessary.

- Availability for rotating shifts.

- Ability to work multiple tasks at the same time.