About the Role

Performing operations, maintenance, configuration, upgrade and post planning duties for Zain Jordan IP access, transmission, FTTX, enterprise (companies, banks and government, etc.), and wholesale networks that hold a wide range of technologies including IP/MPLS, IPRAN, L3VPN, Wi-Fi, DWDM, OTN, MW-SDH/IP, ETTH, FTTX GPON & fiber cable access implementation to carry Zain services IP L2/L3, 4G, 3G, 2G, wholesale and enterprise customers as per the processes and procedures to ensure the network stability & maintaining network performance to meet the highest KPIs quality levels as well as following up with vendors and subcontractors and examining their performance and deliverables, in addition to preparing comprehensive reports.

Main Responsibilities, will include but will not be limited to:

• Perform operation and maintenance (O&M), Backoffice & on-site for multi vendors of IP and transmission networks to know and identify the fault root cause and advice with the required corrective actions.

• Perform O&M of IP/MPLS access/metro networks, L2/L3 devices such as Juniper MPLS, Huawei IPRAN, Cisco routers and switches.

• Perform O&M of Wi-Fi Aruba networks and solve all the related cases for the public and private networks.

• Perform O&M of ETTH, Enterprise & Wholesale customers services on networks including DWDM, NG- SDH, Optical fiber, Microwave & Redline.

• Perform O&M of FTTH GPON customers links including access optical fiber trench & Aerial networks and follow up with the fiber network contractors.

• Provide 2nd level technical support of IP access & enterprise transmission networks within a multi-vendor environment.

• Perform schedule preventive maintenance for IP access & enterprise transmission networks.

• Supervise IP, fiber, FTTX and MW contractors & vendors and follow up on work progress and deliverables.

• Open service maintenance tickets for IP and enterprise transmission links with multi vendors (Juniper, Huawei, etc.) to get the root cause analysis.

• Monitor and follow up Zain networks performance KPIs, SLA/OLA and alarms for IP and enterprise transmission links on management systems such as Huawei NCE, NEC PNMS, Juniper Junos Space, ETTH Tools, Zabbix, Mena Track & FTTX tools.

• Study Enterprise Commercial RFPs to provide the required technical feedback and evaluation.

• De-escalate customer situations with sound technical knowledge, impeccable customer service etiquette and expectation setting with external and internal customers.

• Bring new and improved support methodologies to Zain,and creating a wide and loyal customer base to Zain products and brand.

• Support ISP, Customer care, Business Analysis & Commercial teams in required technical expertise, tools and analytical reports of IP, FTTH and Enterprise fields.

• Review & discuss the frame agreements & SLA with vendors & contractors.

• Validate the vendor’s implementation and integration works for the IP & transmission equipment and MW network elements.

• Overcome any changes in site’s environment that affect network performance, while ensuring optimal utilization of resources and proper customer experience.

• Contribute with other department colleagues in the acceptance tests procedures and reports.

• Make sure that all EP documents [EP RTN MW, EP Fiber, FTTH, etc.] are updated.

• Perform 24*7 Hours on call after official working hours and during weekends and public holidays as per the preset schedule.

• Responsible for maintenance and troubleshooting work on outdoor sites which include handling for IP access, enterprise transmission networks, enterprise rectifier and UPS and working under harsh weather conditions high temperature, snowy and rainy weather.

• Provide frequently reports for IP access & enterprise transmission networks KPIs, SLA, OLA, alarms, outages & follow up any abnormal behavior with teams.

• Performing other duties related to the job as assigned by the direct supervisor.

What We Need From You

To be shortlisted for this position, you will need to comply with all of the below requirements:

• Holds a bachelor’s degree in electrical/communication engineering or a related field

• Preferred: 2 years of relevant experience.

• Preferred: CCNA; HCIA.

About us

We are an equal opportunity employer and welcome applicants from all backgrounds, including People with disabilities or people who have undergone severe surgeries and require special accommodations. We provide an inclusive work environment and are committed to accommodating all employees.

If you require accommodations during the application or interview process, please let us know and we will work with you to meet your needs.