| Job Location | Qatar |
| Education | Bachelor's degree / higher diploma |
| Salary | Not Mentioned |
| Industry | IT Services |
| Functional Area | Not Mentioned |
a)???Lead the regular activities of Ticketing, L2 support and Proactive monitoring efficiently.b)???Handle the Workforce management of the ESC team.c)???Analyze the skillsets of each team members and up skill them wherever the operation demands.d)??? Coordination with all Ooredoo teams and communication with customer for all planned activities/changese)??? Lead the Major Planned activities with proper Pre and Post activity plans and escalation matrix.f)????Ensure knowledge transfer to colleagues by setting knowledge base processes and documentation.g)???Maintain the communication channel with other groups/departments and improve it on regularly basis.h)??Escalate major faults that can affect service levels to higher management, Customers and different Ooredoo teams for faster resolutioni)????Coordinate with all relevant stake holders for the root cause analysis, RCA report and share with customerj)????Act as focal point for all the Major& Critical faults, so that the Agents can complete the diagnosis without disruptions.k)???Arrange a work environment to ensure the highest level of performance.l)????Be part of the process development and provide the inputs timely.m)?Generate performance reports of the team as well as operations, and circulate to the superiors periodically.n)??Identify the trends in performance and convert them to positive improvements with right guidance and interaction.o)???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.?p)????Handle the Managed services tickets and supervise the group of agents who handles the Managed services.q)???Handle the escalations from various teams and use the ESC agents effectively to resolve them on time.r)???Escalate major faults that can affect service levels to higher management, Customers and different Ooredoo teams for faster resolutions)???Maintain the Managed service KPIs and provide regular performance reports.
Keyskills :
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