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.
