Job description

• Manage teams under Fault Management operations process.
• Fault Management takes end-to-end responsibility for corrective maintenance of Network problems ensuring trouble tickets are actively managed until resolution to SLA & OLA requirements
• Identifies a client’s needs.
• Monitor, control, and support service delivery
• Manage Customer Expectations
• Establish and refine delivery processes.
• Own and lead the execution of delivery, and ITIL processes to improve alignment and business outcomes.
• Ensure that all delivery processes are efficient and cost-effective.
• Maintain service support functions.
• Drive internal and third-party service review meetings covering operation, performance, service improvements, quality and processes.
• Manage the operation team.
• Strong interpersonal and leadership skills
• Be accountable for the quality of Service and performance.
• Create, monitor, and report on a comprehensive set of metrics and KPIs.
• Be responsible for Incident/Fault and Problem Management processes
• Customer Interfacing Fault Management
• Diagnostics & root cause analysis reporting delivery
• Trouble Statistic Reporting & Analysis

Qualifications and Skills

• Able to demonstrate the ability to undertake the above responsibilities
• A passion for Service Improvement
• Experienced Service Management professional
• ITIL Qualified
• Previous experience as a Team Lead or demonstrable experience in leading virtual teams
• Experience of managing 3rd parties and 3rd party delivered services
• Service Management or Support in a large-scale and diverse environment of incident
• management, escalation procedures and related disciplines
• Excellent leadership and people management skills
• Excellent written and verbal communication skills (Arabic and English)
• Willingness to support and mentor junior staff
• Excellent customer facing/customer service skills
• Able to work under pressure and meet deadlines
• Able to demonstrate a high degree of flexibility including shift and out of hours working
• Excellent organizational skills
• Able to manage sensitive and sometimes confidential information
• Self-motivation and able to take responsibility
• Able to manage and prioritize and tasks and time efficiently