Operation: Zain - Sudan
Job Group: Technology
Location: Khartoum - Sudan
Contract Type: Full Time
Closing Date: 02-Nov-2017
What
You will be accountable to the Service Operation Center Team Leader. Responsible of Technology’s service performance quality monitoring, reporting & investigating abnormal behaviors to achieve and maintain the highest quality level of offered services to customer. Ensure the best quality performance on major technical activities, the highest possible level of customer satisfaction and improve the customer experience.
How
In this role your major tasks and responsibilities will be :
- Administer a 24/7 service operations for all services (traditional mobile, broadband, multimedia, partner OTT services, roaming etc.)
- Monitor online services, quality performance issues, generate fault reports, receive incident reports and follow up on issue resolution
- Ensure 24/7 Tier 0 event monitoring, filtering, correlation, analysis, localization, fault ticket initiation and referral within time limits
- Ensure 24/7 Tier 1 analysis, localization and fault handling within time limits, involving coordination among groups
- Dispatch and govern service incident tickets to the relevant entity
- Follow up on service incidents until closure and perform related activities such as management notifications, escalations and reporting
- Oversee service problem management process; cluster customer incident/faults and derive insights on global (regional) service defects.
- Develop and generate management, operation and technical reports including but not limited to: technical, statistical, and management reports related to operations and activities such as tickets, escalations, service problem management, etc.)
- Conduct monthly or on-demand detailed reports on customer satisfaction reports, based on systems data (no surveys) and possible plans for enhancement
- Ensure that the documentation of service incident resolution are incorporated in the knowledge management systems, for future reference and learning
- Oversee Change management process and scheduled brown periods, in alignment with functional domains
- Ensure that changes are recorded and evaluated (for effect on service), documented and reviewed, in alignment with functional domains.
- Organize OSS systems operations, in alignment with functional domains
- Establish OSS Users AAA (authentication , authorization and accountability) management, in alignment with functional domains
- Handle coordination with development teams for OSS related inductions like NGOSS/TAM
- Handle OSS projects UAT.
- Perform proactive participation in OSS planning, design and development.
- Manage security operations:
- Monitor real-time security logs and systems, and monitor networks and infrastructures security
- Provide an early warning when security problems
- Perform analysis and Security Incidents Handling
- Manage the Technology Security Emergency Response Team (SERT)
- Operate Security Monitoring systems & tools
- Develop Technology security monitoring process, procedures and health checks
- Manage roaming services monitoring, traffic analysis, performance analysis and GRQ analysis(Globe Roaming Quality)
- Provide an early warning when security problems
- Perform analysis and Security Incidents Handling
- Follow up with Technology Security Emergency Response Team (SERT)
- Operate Security Monitoring systems & tools
- Develop Technology security monitoring process, procedures and health checks for enterprise
What Do I Need
You will be required to have :-
- Bachelor Degree in Electronic/Telecom/ Computer Engineering or any related field.
- Relevant experience of 2-3 years in the same filed.
- Good experience in OSS/BSS solution domain.
- Good knowledge in process automation practice.
- Experience in 24/7 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.
Those soft Skill
You are also required to have the following soft skills :-
- Ability to interpret and apply best practice methods/processes
- Excellent numeric and analytical skills
- handling 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
