Elements and Performance Criteria
- Prepare for restoration of client services
- Evaluate relevant data to determine the nature of the fault and extent of the outage
- Assess impact of the fault on network and clients, and establish priority of actions to be taken
- Analyse alarm and other network data and record details according to contractual agreements and enterprise policy
- Prepare an action plan to manage fault rectification and restoration to minimise impact on the network and affected customer
- Provide a central point for all rectification and restoration activity and information, to coordinate action and progress
- Prioritise service restoration based on assessment of contractual arrangements, including service level agreements with clients
- Negotiate with client’s account manager regarding repair arrangements where service level agreements cannot be met
- Implement action plan for fault rectification and service restoration
- Notify all relevant personnel and departments involved in the outage, according to enterprise policy
- Isolate affected alarms and monitor all associated alarms to confirm no additional problems occur
- Locate and rectify fault, following action plan backed up by contingency plan according to enterprise policy
- Manage repair activity with appropriate technical support and adjust resource allocations or escalate if required to ensure effective restoration of network services within a specified timeline
- Reset alarms and restore services to normal network configuration
- Test and monitor network activity on recovery to certify effective fault clearance and service restoration
- Finalise administrative tasks