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ESC Team Lead

1.00 to 10.00 Years   Qatar   23 Aug, 2023
Salam Technology
1 Jobs Openings
Job LocationQatar
EducationBachelor's degree / higher diploma
SalaryNot Mentioned
IndustryIT Services; Telecommunications
Functional AreaNot Mentioned

Job Description

Roles and Responsibilities:

  • Lead the regular activities of Ticketing, L2 support and Proactive monitoring efficiently.
  • Handle the Workforce management of the ESC team.
  • Analyze the skillsets of each team members and up skill them wherever the operation demands.
  • Coordination with all Ooredoo teams and communication with customer for all planned activities/changes Lead the Major Planned activities
  • with proper Pre and Post activity plans and escalation matrix.
  • Ensure knowledge transfer to colleagues by setting knowledge base processes and documentation.
  • Maintain the communication channel with other groups/departments and improve it on regularly basis.
  • Escalate major faults that can affect service levels to higher management, Customers and different Ooredoo teams for faster resolution
  • Coordinate with all relevant stake holders for the root cause analysis, RCA report and share with customer
  • Act as focal point for all the Major& Critical faults, so that the Agents can complete the diagnosis without disruptions.
  • Arrange a work environment to ensure the highest level of performance.
  • Be part of the process development and provide the inputs timely.
  • Generate performance reports of the team as well as operations and circulate to the superiors periodically.
  • Identify the trends in performance and convert them to positive improvements with right guidance and interaction.
  • Monitor efficiently all related day to day activities (Fault Management, Performance Monitoring, TT creation/follow-up, coordination,
  • customer updates etc.) according to the circulated 24/7 shift duty roster.
  • Handle the Managed services tickets and supervise the group of agents who handles the Managed services.
  • Handle the escalations from various teams and use the ESC agents effectively to resolve them on time.
  • Escalate major faults that can affect service levels to higher management, Customers and different Ooredoo teams for faster resolution
  • Maintain the Managed service KPIs and provide regular performance reports.

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