For any NOTIFICATION and FAULT ESCALATION, Please contact AWCC NOC with the following details for

any network related issue:

1st Level:
Name Mobile # PABX Email
93700228888
93701808888
93700398888 (WhatsApp) m_noc@[Link]
NOC on duty Engineer
93701808885 mnoc@[Link]
93707225555
93701808886

2nd Level:
In the event that you did not receive any update/feedback from NOC within a reasonable time (2 Hours), please call one of the following contact
personnel. We will ensure your complaint will be handled accordingly. Tracked until fixed and give you some updates/feedback either by NOC or
the personnel you contacted to at this level.
Name Concern Mobile # PABX Email
Fazel Rahman Rashidi (NOC Asst. Mgr) Access & Core issues 93700805136 93701808889 [Link]@[Link]
Ahmad Khalid Zeya (NOC Asst. Mgr) Access & TXN issues 93700805070 93707225555 [Link]@[Link]
Hikmatullah Ahmadzai (NOC Asst. Mgr) Access & Site issues 93702805003 93701807777 [Link]@[Link]

3rd level:
For any unresolved and long pending issues you may contact the following:

Name Mobile # PABX Email

Omaid Rahmani (NOC Manager) 93700805022 93701805022 [Link]@[Link]
Roy Venasquez (NOC Director) 93700802474 93701823250 (SIP) [Link]@[Link]
Etisalat AFG – Technology Operation (Global Network Operations Center (GNOC) Escalation Matrix

Etisalat Afghanistan
Technology – Operation
Global NOC

Escalation Matrix:
For any notifications or fault escalations, please reach out Global Network Operations
Center (GNOC) related to any network-related issues you may encounter:

1st Level:

Name Phone/Mobile # PABX Email

781203095
Global NOC 786004336 GNOC@[Link]
781213095
Global-NOC@[Link]
785559725
WhatsApp 781203095
Name Phone/Mobile # PABX Email
GNOC Supervisor-
781203240 781213240 Zmiakhel@[Link]
Telecom Network
GNOC Supervisor-
781203245 781213245 ahashami@[Link]
IP Network

2nd Level:
If you do not receive any updates or feedback from GNOC within a reasonable timeframe,
we strongly recommend that you contact the following 2nd level.
Your complaint will be handled by Sr. GNOC Manager in the shortest possible time.
Name Phone/Mobile # PABX Email

Senior Manager GNOC

781203151 781213151 zzahid@[Link]
(Zabihullah Zahid)
3rd level:
If there are any outstanding issues or issues that have been pending for a long time, you are
encouraged to contact the third level as follows:

Name Phone/Mobile # PABX Email

Director Assurance,
Business continuity &
Sites Facility
781203038 781213038 mshah@[Link]
Management
(Monir Shah)

Director Technology
Delivery & Program
Management 781203001 781213001 arahmani@[Link]
(Ayatullah Rahmani)

Note: For Critical Issues you may reach all levels.

 ATOMA MS NOC Escalation MATRIX Updated: 20-April-2025

Timeframe before you Escalate to this level

Escalation

15 Minutes

Level NOC Team NOC Team 24/7

1
Email: nmc@[Link] & ieng_MS_NOC@[Link]
1 24/7 Mobile / WhatsApp: +93766603208 / +93766603211
*** Please escalate to next level incase of delayed response and No ETR ***

Abaseen Khishki - NOC Manager

NOC Manager Email: akhishki@[Link] / [Link]@[Link]
Escalation

Mobile / WhatsApp: +93772221670

Ehsanullah Wardak - TX Network Manager Muhammad Sediq - Radio Network Manager
Email: msediq@[Link] / [Link]@[Link]
Level
120 Minutes

Email: ewardak@[Link] / [Link]@[Link]

Back Office

2
Mobile / WhatsApp: +93772221627 Mobile / WhatsApp: +93772223626
Managers Khushal Khan - Core Network Manager Samiullah Samir– IP/MPBN Network Manager
Email: kkhan@[Link] / [Link]@[Link] Email: ssamir@[Link] / [Link]@[Link]
Mobile / WhatsApp: +93772221669 Mobile / WhatsApp: +93777457070
Field Operations Shahabuddin Hamidi- FOPs Manager (South Zone) Ihsanullah Karimi- FOPs Manager (North Zone)
Managers Email: shamidi@[Link] / [Link]@[Link]
Mobile / WhatsApp: +93772221676
Email: ikarimi@[Link]
Mobile / WhatsApp: +93766603641
Escalation

ieng. Ahmad Faheem Kakar - Sr. Operations Manager

360 Minutes

Level O&M Sr. Manager Email: akakar@[Link]

Mobile / WhatsApp: +93764755555

3 ATOMA
O&M Sr. Manager
Saifullah Sabir - Sr. Manager O&M
Email: ssabir@[Link]
Mobile / WhatsApp: +93772222089
Escalation

720 Minutes

Level Habibullah Munsif- CTO

4
Email: hmunsif@[Link]
ATOMA CTO Mobile / WhatsApp: +93772221615

***Respect the Matrix-Timely Escalation to the right Level according to the defined timing leads to quicker resolution***
 ROSHAN/TDCA Escalation Matrix Levels

Roshan | NOC Ahmad Wali Sharifi Abdul Wasay Thurabi Sayed Mureed Rafi
(Network & Operations Center) (Senior Engineer, NOC) (Manager, NOC) (Head, NOC & QC)
079 999 3331 079 999 5698 079 999 6635
079 997 7601
079 997 7603 [Link]@[Link] [Link]@[Link] [Link]@[Link]
079 999 7700
079 999 9300 Khalilullah Hayati Nisar Ahmad Amir Gul Zahid
(Manager, KBL Zone) (Senior Manager, Field O&M) (Director, Field O&M)
roshan.noc1@[Link] 079 999 6621 079 999 3131
079 999 7722
[Link]@[Link] [Link]@[Link] [Link]@[Link]

24/7 Hr 1 Hr 2 Hrs 4 Hrs