Operations Manager
2 days ago
Roles and Responsibilities:
- Share experience and knowledge within the team by providing day-to-day guidance and
coaching
- Act as the level 1 escalation point for the team
- Responsible with the management to monitor team performance in technical and non
- technical aspects throughout the half
- Perform regular analysis of the team’s work through daily reviews in preparation of the team’s
monthly scorecards to be delivered by the 15th of the following month
- Ensure that the team’s work is managed with the appropriate priority and that the load is
rightly distributed among team members on duty
- Owns complex issues in the team and lead improvement plans accordingly
- Lead the technical knowledge and skills enhancement & training plans with the support of the
team seniors
- Engage in crisis management activities and post crisis reviews when needed
- Responsible for leading the newcomers induction through the induction program with the
involvement of other team members
- Responsible for the team’s knowledge management and its regular update
- Responsible for new customers and new services/offers handover to operation along with the
seniors within the team
- Create, validate and update documents created to support the team
- Attend regular meetings with team members, management and other team stakeholders
when needed
- Represent the service desk in regular service reviews with the account team and customer
contacts
- Perform regular analysis on the team KPIs, communicate them to team members and initiate
ways to improve them
- Prepare the roster of the team and perform changes during the month
- Undertake tasks assigned by management
**about you**:
Qualifications:
- Bachelor Degree in telecommunication engineering or computer science
- Fluent in English
- Solid knowledge on the technologies supported by the team
- Solid knowledge of the ITIL framework and incident management procedures specifically
within OBS
- Minimum of 1 year related work experience in customer technical support or similar
organizations within telecom or IT industr
**additional information**:
Excellent communication, interpersonal, organizational and presentation skills
- Good leadership and conflict resolution skills
- Good consulting, coaching and problem solving skills
- Ability to demonstrate emotional intelligence and communicate effectively to team members
- Able to work efficiently and independently to meet deadlines
- Able to understand complex customer infrastructure and has a good understanding of
services offered
- Ability to work under pressure and deal with multiple tasks
**department**:Customer Services & Operations
**contract**:Regular
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