· Provide advanced diagnostics at system, application and infrastructure level for the system.
· Carry out root-cause analysis for major and recurring incidents and own the permanent fix.
· Open and manage OEM back-to-back support cases under the same ticket and SLA clock.
· Own configuration, firmware and software maintenance and coordinate manufacturer releases and upgrades.
· Own the preventive-maintenance procedures and predictive monitoring for the system.
· Maintain the design documents, SOPs and knowledge base; mentor and sign off Level-2 competence.
· Provide technical assessment to the Change Advisory Board for changes to the system.
· Operate imVision; maintain connectivity records and as-built drawings; keep documentation and the CMDB current for moves, adds and changes.
· CommScope imVision training; AutoCAD / documentation skills; structured-cabling knowledge.
· ITIL Foundation.
Experience. 4 or more years hands-on with the specific system in a comparable environment.
Competencies
· Deep product knowledge.
· Diagnostic and root-cause skill.
· OEM liaison.
· Documentation and mentoring.
Key performance indicators
· Advanced-incident resolution within SLA.
· RCA delivered within timeline.
· Repeat-incident reduction.
· Certification currency.
Cable-Management & Documentation Engineer • Doha, DA, qa
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