Enterprise Service Assurance Specialist | Zain - Sudan



Operation: Zain - Sudan
Job Group: Technology
Location: Khartoum - Sudan
Contract Type: Full Time
Closing Date: 02-Nov-2017

Person
You will be Accountable to Enterprise Service Assurance Team Leader, To monitor enterprise services on a 24/7 basis for capturing faults and performance degradation proactively, receive service request and capture service incidents, follow up on incident resolution and handle service problem management.

Experience
You will be responsible:

  •  Handle service assurance operational objectives by contributing information and analysis to strategic plans and reviews;
  •  Preparing and completing action plans, productivity, quality, and customer-service standards,
  •  Identifying and follow up resolving problems.
  • Act as first internal point of contact for incidents, Follow up on until closure and perform related activities such as management notifications, escalations and reporting
  • Validates Service Operation processes by establishing quality attributes;
  • Documenting evidence;
  • Determining operational and performance qualification;
  •  Writing and updating quality assurance procedures.
  •  Maintains and improves service assurance quality by;
  • Compliance, and investigating customer-reported service degradation;
  • Conduct monthly or on-demand detailed reports on customer satisfaction reports, based on systems data and possible plans for enhancement.
  • Collaborating with other teams to develop new tools/techniques.
  • And contribute in engineering designs, and training methods.
  • Prepares Service assurance quality documentation and reports by;
  • Preparing fault/incident resolution are incorporated in the knowledge management systems, for future reference and learning.
  • Collecting, analyzing, summarizing information and trends including failed processes,
  • Stability studies, corrective actions, and re-validations.
  • Updates job knowledge database by studying trends in and developments in quality management;
  • Participating in educational opportunities;
  • Reading professional publications;
  • Maintaining personal networks;
  •  Participating in professional organizations.
  • Enhances department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
  • Carry out security operations:
  • Monitor real-time security logs and systems, and monitor networks and infrastructures security


Qualifications

  • Bachelor Degree in Electronic/Telecom/ Computer Engineering or any related field.
  •  2-3 years’ experience in the same filed.
  • Experience in 24/7 Service Desk/ NOC / SOC with responsibility to monitor real-time systems and security logs, and monitor networks and infrastructure security
  • Experience working with carriers, collocation centers, and remote operations
  • Preferable Knowledge of standards; i.e. eTom, ITIL framework principles and processes.
  • Experience in supporting Mobile Networks, Data Networks and technologies.
  •  Experience within customer service/advanced billing environments is desirable.