About the Role
This position serves as a vital link ensuring the adherence to service level agreements (SLA) and key performance indicators (KPI) across all support teams. The role focuses on eliminating service disruptions while maintaining business continuity and application availability. As the first point of contact for external technical issues, the individual will coordinate change management efforts internationally and ensure timely communication across the business.
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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.
- Assure proper coordination for international change management.
- Maintain a thorough understanding of operations processes and SLA/KPI timelines.
- Ensure timely acknowledgement, updates and follow-ups for all faults reported to or by business partners and other departments.
- Maintain an updated escalation matrix to guarantee 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.
- Follow up daily on pending Root Cause Analysis (RFO) with the assigned personnel to close it within defined SLA.
- Demonstrate attention to detail and solid communication skills to fulfill various responsibilities.
- Oversee the day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests with accurate 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, addressing workload distribution, team availability, and backup readiness.
- Communicate effectively 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 minimize downtime and avoid disruptions 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 L2 support, providing complete context and impact details.
- Ensure that all first-level resolutions are documented, tagged, and added to the knowledge base for team learning.
- Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability.
Qualifications
- Bachelor’s degree in Telecommunications Engineering or Electronics and Communications Engineering, or an equivalent diploma in a related field of study.
Experience
- Minimum 3 years of experience working in a related field within the Telecom Industry.
- Basic understanding of IP technologies.
Skills
- Fluent in written and verbal English.
- Proficient in MS Office (Excel, Visio, PowerPoint, Project).
- Familiarity with trouble-ticketing systems.
- Self-motivated, team player, and results-oriented.
- Flexible, able to multitask, process-oriented, and possess conflict resolution skills.
- Analytical, conceptual, and capable of initiative thinking.
- Ability to work under pressure and effectively handle network crises and emergencies.
