IT Frontline Specialist

3 weeks ago

مصر, Egypt Vodafone Full time

**Key accountabilities and decision ownership.**
- Ensure 99.5% closing for assigned SR.
- Responsible for sharing team knowledge to new comers.
- Investigate, Generate and follow up with 2nd line/Concerned teams on open Service request/Issue.
- Effective supporting Zero SLA violation for the team.
- Participation in setting the team daily/weekly/monthly KPIs that represent the team objectives.
- Monitoring all KPIs and taking proper action in any violation in trend.
- Support to Customer care and retail services and closing issues and full understanding of team SR trees.
- Attend monthly team meeting, and full availability during shift hours.
- Support and deliver team objectives (Automation, Zero violation,..etc).

**Core competencies, knowledge and experience**:

- Dedication, sense of ownership, and ability to work within a team
- Strong communication, presentation, negotiation and analytical skills
- Excellent Knowledge of telecom industry standards and technologies
- Knowledge of IT analytical/reporting tools
- Very good Analytical thinking
- Solid background in IT services management methodologies.
- Problem solving and decision making.
- Deep knowledge in SQL/PLSQL Oracle knowledge.
- Unix shell scripting experience.
- IT of Tele-Communication Experience.
- Good knowledge in Billing, Tibco, Seibel, Provisioning, IVR & MNP systems.

**Must have technical / professional qualifications**:

- B.SCof Computer science or Engineering-Communication or equivalent.
- Certificates in related fields is a plus.

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