Operation: Zain - Sudan
Job Group: Technology
Location: Khartoum - Sudan
Contract Type: Full Time
Closing Date: 02-Nov-2017
What
You will be accountable to Service Operation Center Manager, to manage the quality and performance of enterprise services to customer and ensure that service levels are achieved in line with contracts. To ensure that customer expectations are met or exceeded.
How
You will be responsible:
- Preparing and completing action plans, productivity, quality, and customer-service standards,
- Identifying and follow up resolving problems.
Develops quality assurance plans by;
- Conducting risk analyses;
- Identifying critical control points and preventive measures;
- Establishing critical limits,
- Monitoring procedures, corrective actions, and verification procedures;
- Monitoring inventories and proactive actions.
Validates quality processes by establishing quality attributes;
- Documenting evidence;
- Determining operational and performance qualification;
- Writing and updating quality assurance procedures.
Maintains and improves service quality by;
- Compliance, and investigating customer-reported service degradation;
- Collaborating with other teams to develop new tools/techniques.
- And contribute in engineering designs, and training methods.
Formulates quality documentation and reports by;
- Collecting, analyzing, summarizing information and trends including failed processes,
- Stability studies, corrective actions, and re-validations.
- Ensure the job knowledge database is up to date by validating studded 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.
- Continual service improvement, Process Improvement, Analyzing Information, Strategic Planning, Quality Engineering, Emphasizing Excellence, Attention to Detail, Thoroughness, Dealing with Complexity and Vendor Management.
What do I need
- Bachelor Degree in Electronic/Telecom/ Computer Engineering or any related field.
- Experience in 24/7 Service Desk/ NOC / SOC with responsibility to monitor real-time systems and security logs, and monitor networks and infrastructure security
- 3-5 years’ experience in the same filed
- 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.
Those soft skills
- Ability to interpret and apply best practice methods/processes
- Excellent numeric and analytical skills
- Management of external suppliers and software/hardware vendors
- Conflict handling and resolution skills
- Change management
- Highly developed communication and reporting skills (verbal and written) in both Arabic and English
- Ability to impart knowledge to others
