Fixed SOC Supervisor

**Role Purpose**:
Supervise 1st line support team for fixed internet services (24*7)
Monitor all Enterprise traffic & services with the agreed KPI’s
Manage global incidents/individual complains, take the proper action to fix their problems with the minimum impact on the Customers experience (according to the agreed SLA)
Follow up with all pending problems with all stakeholders till the problem get solved

Report performance / find ways to enhance performance monitoring (traffic trends and system performance)
Manage / enhance SLA for enterprise customers, arrange meeting with Customer Care to discuss preventive actions and way forward Follow up with TE /ISPs on problems that impact the service / make review meeting according to the agreed KPI's
Lead different Streams with all Stakeholders to enhance the customer experience

**Job Responsibility**:
**Key accountabilities and decision ownership**:

- Direct reporting line for Fixed SOC team
- Coach, and motivate team members to achieve the team goals in the most effective and efficient ways
- Efficient monitoring for Fixed network KPIs
- Maintaining fixed network availability, MTTR and KPIs within agreed levels
- Incident management during global Fixed network outages
- Define and follow up on clear yearly KPI's for Fixed Network
- Ensure workflow effectiveness to enhance internal/external customer’s experience
- Handling escalated ADSL/Enterprise customers issues
- Ensure adherence to SLA and procedures toward other teams

**Role Qualifications**:
Core competencies, knowledge and experience:
**Education**:

- B.Sc. Degree in communication / electronics engineering
**Work Experience**:

- Minimum of 7 years; post qualification experience preferably in an ISP environment.
**Technical skills**:

- BS in Electronics and Communication Engineering.
- 7 years’ experience in ISP or equivalent experience.
- Excellent computer skills.
- CCNA, CCNP, CCNP-SP is a MUST.
- CCIE-SP is a plus.