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