Responsible to manage the L1 (HQ) and L2 support team for network & infrastructure-related incidents and requests at NWC, and provide technical leadership to the team
Collaborate with other IT departments to escalate complex (L3) unresolved issues for network & infra to ensure seamless problem resolutions for the network and infra support
Provide support to monitor the infrastructure & network, maintaining logs and manage the event categorization framework to qualify events, determine remediating actions and address potential issues
Ensure that network & infra issues are addressed to agreed service levels through prioritization, incident recording, recognition, isolation, resolution and follow up
Ensure adherence to agreed service level agreements (SLAs) for all network and infra related support requests resolution processes
Document all findings, resolutions, and support processes, to enhance future troubleshooting efforts
Collaborate with the knowledge management team to maintain a repository of common network & infra issues and resolutions to improve the efficiency
Review and update the support processes and standard operating procedure (SOP) whenever required
NWC works toward attracting creative cadres to upgrade their competencies and innovations in order for them to provide the best services to our customers. NWC has developed new strategies and work plans which determine, to a large extent, its vision during the coming years aimed at the development of the quality of services provided to customers, the provision of new services to meet the originating needs and the improvement of the company-build-in work environment to become the customers' and job-seekers' company of choice.
