Specialist Tower Operations Center (TOC)

JOB SUMMARY:

Responsible for reporting, analytics, and remote support for monitoring system fault rectification. The role focuses on enhancing the Operations & Maintenance (O&M) monitoring platform by implementing new use cases, optimizing workflows, and driving a high degree of automation to enable touch-free operations. The Specialist collaborates with MSPs, field teams, and vendors to improve platform capabilities, streamline processes, and support proactive, efficient network management.

MAIN ACCOUNTABILITIES:

• Prepare and present operational KPI reports to local and group management, providing actionable insights for decision-making.

• Conduct audits of monitoring and performance management tools, ensuring high accuracy of alerts and reports.

• Provide Level 1 technical support to operations teams for onsite RMS issues, ensuring rapid resolutions.

• Perform root cause analysis of major incidents and recurring faults, recommending corrective and preventive actions to enhance operational reliability.

• Support MSP real-time monitoring, incident escalation, and adherence to SLAs/OLAs; validate accurate logging of all incidents.

• Review and improve TOC processes and procedures to ensure operational efficiency and compliance with standards.

• Provide remote support to field teams in resolving faults related to remote monitoring systems deployed on sites.

• Interface with partners and vendors to enhance O&M monitoring platform capabilities, develop new use cases, and drive touch-free operations.

• Support planning teams in new product trials, providing technical expertise and operational guidance.

• Train FLM teams on tool usage, operational best practices, and process compliance.

• Drive automation initiatives across monitoring and operational processes to improve efficiency, transparency, and accountability.

• Contribute to the continuous improvement of TOC operations, promoting proactive fault management and high platform utilization.

JOB REQUIREMENTS:

A. Minimum Qualifications:

• Bachelor's degree in engineering or computer science.

B. Minimum Experience:

▪ 4-6 years of experience

▪ 2 years in a technical or functional area

C. Functional Expertise (Knowledge, Skills & Abilities):

▪ Data Analytics

▪ Power BI

▪ Vendor Management

▪ Effective Communication

▪ Problem Solving & Innovation