Engineer Carrier Contact Center

About the Role
This position serves as a pivotal point of contact for all external IT and technical issues, requiring a comprehensive understanding of operations processes, service level agreements (SLAs), and key performance indicators (KPIs). The role emphasizes ensuring the availability of applications, retail systems, and network services, while actively managing disruptions and maintaining business continuity.

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.
• Assure proper coordination for international change management.
• Maintain a full understanding of operations processes and SLA/KPI timelines.
• Ensure timely acknowledgment, updates, and follow-up for all faults reported to or by business partners and other departments.
• Ensure availability of updated escalation matrices to guarantee that all resources are available and contactable.
• Inform business units about network outages and their impact on customers.
• Review trouble ticket resolutions for completeness and accuracy.
• Daily follow-up on pending Root Cause Analysis (RFO) with assignees to close it within defined SLAs.
• Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation.
• Implement and maintain service management practices, driving process maturity and consistency in incident, request, and escalation handling.
• Monitor, analyze, and report on performance metrics (monthly and quarterly), identifying trends, improvement areas, and service anomalies.
• Handle escalations to minimize operational impact and ensure swift issue resolution.
• Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, while addressing workload distribution, team availability, and backup readiness.
• Communicate clearly with stakeholders, provide performance updates, and act as a liaison between users and support teams.
• Provide transparent updates to stakeholders on service performance, major incidents, and improvement plans.
• Oversee and coordinate daily activities, ensuring efficient first-level support, timely escalation, and high team performance aligned with business goals.
• 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.
• Escalate unresolved or systemic issues to Level 2 support while providing complete context and impact details directly affected.
• Ensure that all first-level resolutions are documented, tagged, and fed into the knowledge base for future reference and team learning.
• Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability.

Qualifications

• Bachelor's degree in Telecommunications Engineering, Electronics and Communications Engineering, or equivalent diploma in a related field of study.

Experience

• Minimum 3 years of experience working in a related field 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, PowerPoint, Project).
• Experience in using trouble-ticketing systems.
• Self-motivated, team player, and result-oriented.
• Flexibility, multitasking, process-oriented, and conflict resolution skills.
• Analytical and conceptual thinking, with initiative.
• Ability to work under pressure and handle network crises and emergencies.
• Ability to express oneself clearly and concisely, both orally and in writing.