Co-ordination with related parties for either Delivery of new MPLS & Voice Services also maintenance of services and/or equipment faults.
•
Liaise between customer and internal departments (Sales and Operating Unit)
•
Attend to Customer Service Issues and Reviews
•
Make recommendations to management on mechanism to improve service
•
Provide timely feedback to the client; service changes, actions and opportunities that are likely to impact their use of Ooredoo services
•
Single point of contact between operations group and client
•
Accurately and Comprehensively record incidents in order to identify and efficiently obtain the root cause
•
Identify incident trends and instigate remedial actions
•
Responsible for incidents from beginning to end (Quality control) together with the Lead Engineer
•
Develop clients customer reports
•
Conduct Monthly Network Performance review that covers the following
- Previous meeting minutes
- Present monthly network availability report
- Develop improvement plan for prolonged outages, no trouble found and recurring fault
•
Act as SPOC on deployed site for all customers and irrespective of services.
•
Ensures proper functioning of all facilities and system features.
•
Ensures friendly attitude towards customers to maintain high level of corporate respect.
•
Response to perform any other related duties as required.
•
Ensure that all solutions are supported by the Network and Service Department
•
Coordinate closely with the dedicated Project Manager and Lead Engineer for optimal implementation of client circuits
•
Update client with Delivery milestone
•
- Ensures timely completion of Delivery orders
Skills
Minimum of 6 years of experience with Service Management/Service Delivery Management for customers of Service Provider/Telecom company
2.
Demonstrated experience of leading “Continual Service Improvement” programs in a large Enterprise or in a Service Provider Environment.
3.
Excellent business and client engagement skills with minimum of 3 years of experience in leading a large or complex projects with multiple stakeholders.
4.
Excellent analytical & Customer communication skills with a demonstrated ability.
5.
Demonstrated experience in developing and documenting work instructions and processes for Pre Implementation Support in a large enterprise or in a Managed Service provider environment.
6.
Excellent knowledge of Supply Chain Management, Procurement and Inventory Management processes and tools in a service provider environment.
7.
Knowledge of various telecom and ICT products and solutions including connectivity, UC and Security.
8.
Expertise or working knowledge of Microsoft Projects, Visio and MS and other BPM tools.
9.
- Knowledge of OSS and BSS applications.
Minimum Entry Qualifications
1.
B.E. or B. Tech. or BS in Computer Science or Electronics and Telecommunication.
2.
ITIL V.3 Expert/intermediate Certification.
3.
CCNP Certifications or higher.