Key Accountabilities :
Effective incident handling and TTs review for Networks and IT services.
Ensure to Track all incidents without alarm, timely escalation to management, arrange to implement actions.
Perform data/analytical analysis using available tools for incidents/TTs and share findings with management.
Perform TTs optimization in collaboration with service operations L1 and L2 engineers
Measure the achieved operational efficiency enhancement and prepare slides/reports to share with management.
Perform vendor governance and prepare case details to apply vendor penalty wherever applicable.
Change Support. Attend to relevant customer escalations and requests to priority changes.
Incident Trouble Shooting & prober Notifications
Do the needful escalation and involve respective team or person on time affecting manner in case of need, and ensuring for follow up and do problem resolution within contracted SLAs (Liaise and engage with external vendors, suppliers, outsourcing partners to ensure the smooth running of the day-to-day operations).
Proper state of operations to provide services and to meet reliability objectives of end customers.
Support and development SOC procedures and apply best practices strategies. Also, increasing operational efficiency by improving Incident process and procedures
Qualifications, experience and skills
Qualifications:
Bachelor degree in engineering or IT, computer networks, electrical or any telecom equivalent.
Training/Certifications in Network performance and incident dashboard (HP, SMAX incidents, Nokia, Cisco, Huawei etc.)
Data Science diploma or certification (preferably)
Experience:
5+ Years’ experience Knowledge and skills of telecom industry services IT services and networks.
Experience in getting event management related operational efficiency improvement initiatives.
Strong knowledge IP technologies, IT Services, methods and best practices in delivering high Customer Satisfaction
Skills:
Knowledge and skills about telecom Incident /TTs for Network /IT Services.
Knowledge and skills in network performance and Incidents tools and incidents analysis.
Knowledge and skills in preparing executive presentations about analysis findings along with recommended actions.
Must have exceptional customer focus – internally and externally.
Able to handle multiple complex problems in a highly stressful environment.
Must be capable of working effectively in a multi-cultural environment.
Good knowledge of the products and services offered to du customers.
High level communication skills.
High degree of flexibility.
Work under pressure an able to motivate and inspire the team
Strong problem solving, conflict management skills and decision making
Meet targets, manage and monitor KPI’s – ensuring optimum performance and achievement of operational objectives.
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