Job Description and Requirements
Major Activities Performed: List the major job function(s) of the position.
Lead day to day operations of both active network and fiber network
Ensure that the service runs efficiently as per the defined SLAsEnsure effective implementation of the End to End incident management and fault management processes.
Ensure processes are aligned towards achieving committed SLAs and KPIsLiaise with appropriate RCY departments to ensure service levels are accepted and to handle any concerns raised by these departments.Participate in service review meetings with the customer service manager and vendors; and provide frequent reporting to RCY management on the service levels, incidents, problems, and corrective actions.
Responsible for leading and coordinating the support resourcesProvide technical reports to identify cause of problems for active and fiber networks, and give preventive guidance to avoid the same problem happen again.Provide capacity analysis, forecasts and recommendations.
Analyze the network usage and evaluate the provided traffic forecast changes
Ensure overall network security using preventive and corrective actions.
Communicate to key accounts, in order to respond promptly to customer inquiries
Keep records of customer interactions, complaints, and actions taken.
Experience and Qualifications: List the background experience required for the position, number of years’ experience, in what fields. Describe the desirable academic background.
Candidate should hold B. Sc. Degree in Engineering, in a technical field related to telecommunications and Value Added Services from recognized western university
Candidate should have 10 years plus experience of both fiber network operations and IP network operations
ITIL certification
Ability to monitor the performance of complex service operations and to propose corrective actions, in order to maintain and improve service quality and customer satisfaction
knowledge of customer service principles and practices
Detailed knowledge of network operations and management tools
Communication, influencing and negotiating skills
PC literate with PowerPoint, Word and Excel
Fluent in English (writing, reading and speaking) – Arabic is preferred.
Additional skills:
Adaptability
Team Work
Communication
Customer service focus
Problem solving and innovation
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.akhtaboot.com/en/saudi-arabia/jobs/yanbu/122921-Network-Operations-Team-Leader-at-PARSONS
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