Robert Tighe

Experience

• 

  Eir Ireland

  Jun 1999 - now

  To provide 24 x 7 first-line management of the operational performance of the mobile, fixed and IT services infrastructure in alignment with best-practice Service management principles.Responsible for the 24X7 delivery of all services - fixed, mobile and IT services, to agreed KPIs and SLAs. Service Management provides a 1st line point of contact to the customer service functions in Consumer & Small Business, Corporate and Wholesale for any service requirements. Service Management delivers a service-oriented 1st line support with the focus on the ‘end to end service’ to the customer by applying common processes, tools and practices to ensure the ongoing effective proactive delivery of service to enhance the customer experience. Show less Shift based role providing 24*7 providing support for all mobile, fixed, IT services, to an agreed SLAs and KPIs. this includes providing a first line support to the customer service functions in Consumer & Small Business, Corporate and Wholesale for any service requirements within Eircom group limited. -First Line IPTV Engineer for Eircom TV (eVision) solution. escalation process if a major incident occurs on the TV platform and escalating issue to the support, vendor and Major Incident Management team for rapid resolution. also responsible for providing analysis process to the SMT and customer care team.- GGSN (Gateway GPRS Support Node) whcih includes nodes such as subscribers APN (Access Point Node) usage, PDP Context activation, Charging Gateway etc.- SGSN (Serving GPRS Support Node) connectivity to the HLR using Gi interface monitoring.- CAR (Cisco Application Router)- CSG (Cisco Service Gateway)- HSP High Speed Proxy) monitoring of the HSP and the Push Proxy Gateway (PPG) for MMSC and Mail Relay traffic.- ACF (Adult Content Filtering) coonected to the CSG for under-age'd suscriber usage.- MAR (Mobile Application Router) Bind for third party to our network such as the Bank topup channels, radio stations, etc.- MMSC (MultiMedia Messaging Centre) Picture or email messaging troubleshooting for ON Net and OFF Net traffic between multi and foreign operators.- SMSC (Short Messaging Service Centre) Text messaging troubleshooting for ON Net and OFF Net traffic between multi and foreign operators.- ADMS (Automatic Device Management System) monitoring the system for real-time via probes for provisioning in MMSC/Data APN and sends welcome message to subscriber for newly registered device.- RAN (Radio Access Network) operation and management of the GSM / UMTS Networks. Show less Responsible for all aspects of running the day-today data centre operations of mainframe and open systems. This role may involve leading a shift on a 24x7 shift rotation in support of the delivery of a best in class data centre service, that fully meets eircom’s business requirements, in terms of quality and availability.Experience in working and running mainframe based applications associated with the billing systems, including the daily and nightly live and test schedule and using TSO, UCC7, OPTS, CICS, MVSAdditional responsibilities includes:• Planning system upgrades in conjunction with Technical Support to ensure minimum customer impact.• Direct support for project teams including providing operations solutions and advice.• Liaison with external customers and suppliers to provide service level required.• Documentation, training and coaching to ensure overall shift responsiveness• Contribute to development of policies and standards in the area.• Provide effective operations and end to end problem management services, • Manage best in class on and off site media management• Plan, monitor and perform predefined tasks in a complicated Data Centre environment.• Ensure that the Standard Operations Procedures (SOP) Manual is kept up to date at all times• Interpret problem alerts, advice junior member’s of staff as to correct action and drive escalation processes to the appropriate Technical Support Group or resource.• Deal with requests from external or internal customers on an ad-hoc basis. • To ensure detailed logs are kept with clarity and accuracy.• Keep Senior Management or Technical Support Groups informed on progress of all changes to infrastructure etc. within the Data Centre environment when required.• Perform systematic audits on the Media Management processes, for onsite and off site tape storage, within the Data Centre environment. Show less The Computer Operator is responsible for the day-today data centre operations of mainframe and open systems. A member of a shift on a 24x7 shift rotation in support of the delivery of a best in class data centre service• Monitor and perform predefined tasks in a complicated Data Centre environment.• Perform minor Upgrades using a predefined set of tasks as set out in the Standard Operations Procedures (SOP) Manual.• Interpret problem alerts, take minor corrective action and drive escalation processes to the appropriate Technical Support Group or resource.• Deal with requests for blocked mails and password change requests in a timely and effective manner.• To complete detailed logs with clarity and accuracy.• To use a Problem Management tracking system and keep undated at all times.• Keep Senior Management or Technical Support Groups informed on progress of all changes to infrastructure etc. within the Data Centre environment when required.• Load and dismount tapes from Backup devices and log and track all on-site, off-site Tape storage in a manner that will allow for easy retrieval Show less

  • SME IP/NGN support Engineer

    Jan 2019 - now

  • Service Operations Duty Manager

    Dec 2013 - Jan 2019

  • SMC Engineer

    Jan 2012 - Dec 2013

  • Senior Computer Operator

    Jan 2007 - Jan 2012

  • Junior Computer Operator

    Jun 1999 - Dec 2006