The main purpose of this position is to provide high profile and Service Managed enterprise customers with high quality assistance and information regarding the company managed cloud services. The primary role for a Cloud Support - Service Management is to act as a Single Point of Contact (SPOC) for the Enterprise Customers as per the agreed quality and timelines. This resource will support for MOHRE operations.
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Key Accountabilities
- Respond to Service Managed customers through email, WhatsApp, and telephone to provide information.
- Create and own Trouble Tickets until resolution.
- Coordinate resolution of customers’ escalations and escalate to the supervisor any non-standard incidents.
- Continuously develop own skills by attending all required training courses and maintaining an up-to-date knowledge of products, services, systems, and work processes necessary.
- Ensure conduct of behavior and representation of the company values at all times.
- Advise the manager regarding new opportunities that may be developed with current customers as well as new prospects.
- Provide feedback information on issues and concerns about procedures and products to optimize market intelligence gathering and improve customer service.
Qualifications
- Minimum Graduation
- CCNA/CCNP/ITIL Certification preferred.
- Cloud certification is a value add.
Experience
- A minimum of 5 years of experience preferably in customer service within an International IT / Telecommunications organization.
- Good understanding of ITIL for service management.
- Good knowledge and experience in IP Network and security.
- Good knowledge and experience in Cloud solutions.
- Good knowledge and experience in VMware architecture.
- Good knowledge and experience in various OS like Linux and Windows etc.
- Good knowledge and experience in Security technologies like (FW/IDS/Web security etc.).
- Good knowledge on security incident handling.
- Should have experience in ITIL and ISO process implementation.
- Good understanding of MDM and Service delivery platform architectures.
Skills
- Good knowledge of Cloud Services (VMware and Open stack).
- Keyboard proficiency and PC skills (MS Office and MS Outlook).
- Customer Service focused and Sales orientated.
- Team player.
- Flexible approach towards work.
- Self-motivated / Self-starter.
- Able to work in shifts.
- Problem solving / Analytical skills.
- Strong communication skills written and verbal in one, but preferably two of the following languages: English/Arabic is a value add.
