IT SOC

**Role Purpose**:
Lead the first line/SOC team responsible for the first line monitoring and SRs resolution for all IT and digital systems.

**Key Accountabilities & Decision Ownership**:

- E2E service monitoring
- IT SRs handling
- First support in global issues
- Participate in migration projects
- Improve service availability
- Fixing, troubleshooting and resolving issues to agreed service level agreements (SLA's)
- Developing and maintaining excellent stakeholders management and becoming a trusted source of advice
- Being on-site with customers when required
- Provide exceptional Service support to the business
- Provide solution(s)/work around(s) to incidents and problems
- Contribute to polices, processes and procedures.

**Core Competencies, Knowledge, and Experience**:

- High-level of strategic & critical thinking
- Leadership and Managerial skills
- Excellent Relationship management (Communication, Influencing, Presentation)
- Innovative & Responsible.
- Strong negotiation and vendor management skills
- Innovative and creative thinking for new ideas and solutions
- Strong operational understanding of information technology
- Good experience of leading teams

**Must have technical / professional qualifications**:

- B.SC of Engineering or Computer science.
- 5+ Years’ Experience in Telecommunications Market
- Manage and Coach diversified team in a changing environment.