الوصف الوظيفي
Preventive Maintenance:
• Supervise Periodic Health checks of all the CS nodes (CCN, IVR, AIR, SDP, VS, OCC and OLM).
• Supervise Regular system backups
• Supervise Periodic physical Site visits (RY/JD). General Scope:
• Second level customer complaint resolution with in defined SLA and TT update.
• Liaising with third party vendors (like HP for hardware, L3 Customer Support for application) for issue resolution either software or hardware.
• Monitoring performance, troubleshooting system problems and outages, scheduling upgrades and EPs after the FNI and collaborating with customer planning team.
• Liaising and ticket creation for 3rd level support cases and ensuring the resolution of problem within defined SLA.
• 24*7 availability and on-call duties
• Fixing issues related to applications, handling escalated customer complaints.
• Distribution /follow-up tasks between on-site team and offshore team
• Attend Customer weekly Operational meetings, collect the action plan , review opened CSRs with customer
• Follow-up on RA Cases, and customer complaints
• Prepare the monthly roster
• To attend any consultations raised by the team members whenever needed. System Configuration:
• Responsible for testing and production rollout of new product release
• Responsible testing and production rollout of software patches
• Responsible for any new network entity integration testing.
• Responsible to design ADM/planning requirements and do the needed MPS configurations and design for products related to Prepaid, Hybrid and MBB packages
• Liaising with project management team, 3rd level support, ADM team, and Zain planning. Package / Tariff configuration:
• Configuring / testing of business rules, new MPSs
• Tariff maintenance for new products as well as for an existing tariff enhancement
• Support business simulation and ensure smooth product launch.
• Post launch product enhancements support.
• Good understanding of main products like Hybrid, prepaid and MBB. Reporting:
• Preparing written reports and presentations for management and customer review on regular basis (application and system wise KPI and Service availability).
• Participating in conference calls and meetings to discuss products, action plans and team performance with customer, offshore team
المهارات
Excellent analytical and problem-solving skills.
An eye for detail and good design.
Excellent numeracy skills.
Strong communication skills.
Excellent people and time management skills.
The ability to work well both as part of a team and on your own.
تفاصيل الوظيفة
منطقة الوظيفة الرياض, المملكة العربية السعودية
قطاع الشركة الاتصالات والشبكات
طبيعة عمل الشركة صاحب عمل (القطاع الخاص)
الدور الوظيفي تكنولوجيا المعلومات
نوع التوظيف
الراتب الشهري غير محدد
عدد الوظائف الشاغرة غير محدد
المرشح المفضل
المستوى المهني متوسط الخبرة
منطقة الإقامة المملكة العربية السعودية
*** تقدم على الرابط التالي : Apply on the following link ***
https://www.bayt.com/ar/saudi-arabia/jobs/in-bo-senior-service-engineer-4066070/
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