POSITION DETAILS
Job Title
TOC, Supervisor
Division
Operations
Directorate
Operations & Maintenance
Department
TOC
Reports to
TOC, Manager
JOB SUMMARY
Manage all front office staff for the trouble reports and activities on shift basis to maintain the performance and quality of provided services for achievement of all Key Performance Indicators (KPI) & Service Level agreement (SLA). Perform O & M service restoration activities as per standard procedure of TOC front office in TAWAL.
COMMUNICATIONS AND WORKING RELATIONSHIPS
Internal Communications
External Communications
• Operations functional heads
• Manager, Region / Sub-region
• On the ground representatives
• Vendors
• Relevant authorities
MAIN ACCOUNTABILITIES
• Manage all shift staff high level Performance related to Alarm Surveillance, Trouble Ticket Management, & Change Management Monitoring for first Level Service Restoration Activities.
• Ensure Adherence to all Processes of Front office of TOC.
• Responsible to escalate within the departments as well as to service support units (ASP) / supplier partner functions so that service layer may be maintained at specified level.
• Manage Front office activities and routines according to shift schedules defined by TOC Manager.
• Responsible for Remote Service Corrective, and Preventive Maintenance.
• Ensure staff attendance to be on time according to 24/7 Rotation Shift Roster.
• Ensure all relevant information are captured and communicated during shift handover.
• Ensure all shift staff maintain the quality of the content in trouble tickets as first line trouble shooting of generated alarms and complaints.
• Make sure that Fault Escalation to relevant parties/delivery units carried out by shift staff.
• Interact with other operations stakeholders, both internal and external.
• Ensure Management Escalation and Updates of Critical/Major Network problems per the notification and escalation process.
• Ensure the operative performance at specified level according to the contractual SLA and KPI with vendors and contractors.
• Ensure all tools are running up and escalate/follow up in case any failure.
• Performs other responsibilities and tasks as directed by the Line Manager in order to meet Section/Department objectives.
JOB REQUIREMENTS
• Minimum Qualifications:
• Bachelor’s degree in Business Administration/ Electrical & Mechanical Engineering/ Telecommunication.
• Minimum Experience:
• 3 years of experience
• Functional Expertise (Knowledge, Skills & Abilities):
• Facilitating the Access for different type of activities.
• Teamwork
• Effective Communication
• Problem Solving
• Results Orientation
• Attention to Details
• Research and Analysis
• General Management Skills
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