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Job Description
- Responsible for the day to day operations of the team, providing overall guidance and supervision
- Responsible for managing operations for the platforms, OSS/BSS, applications, databases and IT systems.
- Act as customer escalation point for faults and problems.
- Ensures business alignment between all Parties.
- Ensure processes are enhanced and aligned towards achieving committed SLAs and KPIs
- Ensures effective implementation of the End to End incident management and fault management processes.
- Defines and ensures the implementation of service improvement plans.
- TAC support, coordinate with vendors to resolve technical issues.
- Through Vendor management, Ensures that the systems and technology are constantly up to date.
- Ensures the team development and trainings.
- Support the Service Delivery Manager with the proper reporting on IT systems and Operations SLA and KPIs.
- Provides capacity analysis, forecasts and recommendations.
- Ensure the recovery plans are in place to support the customer’s service continuity plans by maintaining accurate customized solution documents and recovery plans under CMDB database in favor of incident management
Job Requirements
- BSc. degree in IT / Telecom
- 7 plus years of experience in customer facing /customer support positions.
- Good knowledge of IT and Telecom Access
- Good working knowledge of OSS/ BSS systems.
- Certified ITIL V3 expert - ITIL V4 Managing Professional
- Certifications on Cisco , Microsoft , or Oracle are a plus
- PC literate with PowerPoint, Word and Excel
- Fluent English – Arabic preferred
