Technology Standardization Specialist

Job Description

Jobs at this level are responsible for ensuring quality management within the organization by supervising activities related to quality testing, audits/assessments and data trend analysis of STC data, from a quality control and management point of view. Also, they are responsible for supervising the analysis of vendor performance and articulating action plans to improve operational processes.Quality Management:?Participate in the development of quality control measures and participates in embedding them within business processes.?Support in the resolution of mid-level escalations related to quality within work procedures, policies or STC?s network, systems and applications and participates in the resolution of complex escalations.?Implement quality control measures and ensures effective implementation of these within STC business processes.?Support quality testing of architecture, applications, solutions and services before their final implementation such as Servers, Operating and database systems, Cloud Services, Storage & Back-up technology, Network, Self?Service Portals, Automation and Orchestrating tools, IaaS, PaaS, Messaging & Directory Services, CSO & Smart Offices Solutions, IP Telephony & unified communication solutions, Infrastructure monitoring and Fault management systems, Application monitoring and management solutions and other IT enabling systems and applications.?Participate in analysing data trends related to customer experience(s) of applications, solutions and service(s) rendered by STC to ensure alignment to business strategy and documented quality standards?Ensure collection of data pertaining to fixed, wireless, VAS and transport services, using established procedures. ?Ensure documenting performance reports for fixed, wireless, VAS, SOC and transport services and helps in the standardization of performance reporting.?Ensure data requirements for Voice of Customer survey and Supplier/Partner SLAs data collection mechanism.?Participate in the development of quality checks cycles, like life cycle of customers? requests, CDRs, billing execution and bill cycles.?Participate in the development of Billing / CRM / Roaming / interconnect / integration / mediation / broadband / e-channels audit process and management.?Participate in procuring quality management certificates from relevant authorities by following the set standards. Knowledge Management:?Participate in the development of appropriate processes/systems to manage & share knowledge, expertise & professional experiences within STC and inform management of key changes in industry or technology.?Ensure documentation of programs for business processes to enhance awareness and maximize the participation of concerned stakeholders.?Participate in the preparation of customized knowledge packages and enriching the content on the portal.?Participate in the development of knowledge management policies, guidelines and business plans for acquiring transforming, and sharing knowledge within the sector.?Support in preparing customized knowledge packages for the executive management.?Provide timely support to the Sector?s employees on all aspects related to knowledge management in compliance with the stipulated policies and procedures.?Implement knowledge management guidelines, to ensure systematic sharing and dissemination of knowledge to related departments Generic Role:?Manage day to day team operations within a specified scope, by undertaking related work processes and ensuring accuracy.?Supervise analysis of vendor performance from a quality perspective and assists in defining the quality framework(s) for them. ?Support in relevant quality/knowledge management benchmarking programs and supervises documentation of relevant data.?Collate training needs and planning for appropriate training resources, internal and external, to develop talent within the organization.?Support in developing appropriate processes/systems to manage & share IT knowledge, expertise & professional experiences within STC and inform management of key changes in industry or technology.?Coordinate internally to ensure the implementation of documented quality standards in the procedural aspects of various businesses within STC.?Support in analysing customer experience, in order to develop strategy for providing quality products an

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