The purpose of this role is to provide support for running a 24/7 Carrier Contact Center for Technology/IT Operations as an interface between external Carrier Partners, Business (Customer operations, IT, Commercial units), and Technology Operations. The job requires extensive interaction and communication within internal teams and external partners, necessitating a broad knowledge of Network Operations, operational processes, SLAs, and procedures.
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Key Accountabilities:
- Ensure SLA and KPI adherence across all support teams, focusing on eliminating service disruptions and maintaining business continuity and the availability of applications, retail systems, and network services.
- Act as a first point of contact for all external technical issues (IT/Technology) for the company.
- Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation.
- Serve as the first point of contact for all international carrier cases, delivering immediate support to reduce downtime and avoid disruption to sales operations.
- Troubleshoot and resolve retail application issues (e.g., POS software errors, order syncing delays, transaction failures) to ensure seamless checkout and customer experience.
- Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability.
Qualifications:
- Bachelor degree in Telecommunications Engineering or Electronics and Communications Engineering or equivalent diploma in the same or related field of study.
Experience:
- Minimum 3 years of experience working in the Telecom industry.
- Basic understanding of IP technologies.
Skills:
- Fluent in written and verbal English.
- Very good command in using MS Office (Excel, Visio, Power Point, Project).
- Experience in using trouble-ticketing systems.
- Self-motivated, team player, and result-oriented.
- Flexibility, multitasking, process-oriented, and conflict resolution skills.
- Analytical, conceptual, and initiative thinking.
- Ability to work under pressure and handle network crises and emergencies.
- Ability to express oneself clearly and concisely, both orally and in writing.
