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Job Description
- Follow the day-to-day operational tasks related to running solutions to ensure continuity of work by monitoring all city touch points & access nodes (active and passive), opening tickets to internal and external teams, and acting on outages according to the operations manual and agreed processes.
- Add and configure the new touch points according to the new projects, replacements & man over projects taking place.
- Follow up and escalate the opened tickets with different stakeholders and responsible teams internally and externally according to the agreed escalation matrix and processes.
- Gathering information, analyzing, and documenting all city daily incidents, generating daily, weekly, and monthly reports.
- Resolve and/or assign different support tickets or incident tickets according to the defined process and operations manual.
- Work with, cooperate & support different teams internally and with external different stakeholders depending on smart city systems.
- Understand the components of running systems, Suggest areas for improvement in internal processes along with possible solutions.
- Identify and notify risks to management, and propose solutions and ideas to manage them.
- Support the direct supervisor with a daily briefing by preparing incident reports with evidence during shift hours.
- Strong adherent to dynamic changes and direct supervision of unregulated requests (events, external top management visits, urgent projects).
Job Requirements
- Bachelor's Degree / Computer Science or Engineering degree is preferred
- Networking and infrastructure background is a must.
- Good command of English
- Reporting skills.
Preferred Skills:
- Solid knowledge of networking, dispatching field tickets, and access network troubleshooting.
- High Analytical Skills for identifying solutions to complex problems.
- Fast Learner, able to propose new ideas for continuous improvements.
- Flexibility regarding new topics, quick understanding of new market demands including technology and business topics.
- High motivation to take responsibility and provide insights for decision-makers.
- Capability to benchmark competitors and identify ideas for having competitive edge products.
- Strong interpersonal skills, ability to communicate, drive business, lead changes, and co-operation.
