Jobs Technology/IT Jobs in Saudi Arabia in Saudi Arabia
Preventive Maintenance:
• Supervise Periodic Health checks of all the CS nodes (CCN, IVR, AIR, SDP, VS, OCC and OLM).
• Supervise Regular system backups
• Supervise Periodic physical Site visits (RY/JD).
General Scope:
• Second level customer complaint resolution with in defined SLA and TT update.
• Liaising with third party vendors (like HP for hardware, L3 Customer Support for application) for issue resolution either software or hardware.
• Monitoring performance, troubleshooting system problems and outages, scheduling upgrades and EPs after the FNI and collaborating with customer planning team.
• Liaising and ticket creation for 3rd level support cases and ensuring the resolution of problem within defined SLA.
• 24\[7 availability and on-call duties
• Fixing issues related to applications, handling escalated customer complaints.
• Distribution /follow-up tasks between on-site team and offshore team
• Attend Customer weekly Operational meetings, collect the action plan , review opened CSRs with customer
• Follow-up on RA Cases, and customer complaints
• Prepare the monthly roster
• To attend any consultations raised by the team members whenever needed.
System Configuration:
• Responsible for testing and production rollout of new product release
• Responsible testing and production rollout of software patches
• Responsible for any new network entity integration testing.
• Responsible to design ADM/planning requirements and do the needed MPS configurations and design for products related to Prepaid, Hybrid and MBB packages
• Liaising with project management team, 3rd level support, ADM team, and Zain planning.
Package / Tariff configuration:
• Configuring / testing of business rules, new MPSs
• Tariff maintenance for new products as well as for an existing tariff enhancement
• Support business simulation and ensure smooth product launch.
• Post launch product enhancements support.
• Good understanding of main products like Hybrid, prepaid and MBB.
Reporting:
• Preparing written reports and presentations for management and customer review on regular basis (application and system wise KPI and Service availability).
• Participating in conference calls and meetings to discuss products, action plans and team performance with customer, offshore team
Job Details
| Posted Date: | 2019-09-19 |
| Job Location: | Riyadh, Saudi Arabia |
| Job Role: | Information Technology |
| Company Industry: | Telecommunications |
Preferred Candidate
| Career Level: | Mid Career |
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