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Job Description
- Monitor, manage and audit case progress.
- Prepare and deliver weekly/bi-weekly case reviews to provide current case and RMA status.
- Prepare and deliver Root Cause Analysis on technical issues when requested by customer.
- Provide high level software upgrade guidance by providing SW field experience and release schedule.
- Manage non-technical customer concerns.
- Onsite customer visits and 24/7 on call support.
- Finalize the equipment installation acceptance with proper contractual documentation and generate Acceptance Documentation according to acceptance protocol or agreement.
- Ensure that all activities and duties are carried out in full compliance with regulatory requirements, Enterprise Wide Risk Management Framework and internal Policies and Standards.
- Prepare and maintain resource plan and forecast including own resources, subcontractor needs and tools.
- Monitor, track and ensure deliveries of equipment and installation materials.
Job Requirements
- 3-5 years of experience in supporting large, complex, IP-based Service Provider customers.
- Solid technical understanding of IP areas: OSPF, BGP, MPLS, Multicast, QoS and network management.
- Certificates CCNA and JNCIA is must, higher level will be preferred.
- Must have basic management skills. Time, cost, scope, risk and quality management skills.
- Must be proficient with Microsoft Office, and have strong data analysis and presentation skills.
- Ability to prioritize workloads in a complex environment.
- Ability to work under pressure during peak times.
- Ability to learn new skills and technologies quickly when required.
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