Network Support Expert Team Leader
3 days ago
Act as the first level of escalation supporting escalated incidents on a 24/7 basis
- To be main support entity for NSE team technical queries or complex cases.
- Work with team head to set the plans for knowledge sharing for any new technology to be supported by the team.
- Work with Team head to set training & development needs for every team member.
- Being first point of contact for escalations & align with team members for fast resolution as well as update Team Head with escalations received & if support is needed before reaching higher levels of escalation
- Keep team share point database accurate and up to date.
- Work with team head to adjust Way of Work (WoW) document & update it accordingly whenever new technology to be supported or new process/interlock to be followed.
- Back up the team head during his absence & work on delegated tasks required.
- Report performance issues being noticed to team head and work with him/her on the improvement actions
- Report excellent performance & support cases from different team members in order to be reflected in team performance records
- Follow up on daily basis the shift handover sheet & make sure hot and TACs tickets are being handled on regular & accurate manner.
- Suggest when needed new actions & process modification to accommodate new/existing technologies support process, team environment or tools
- Help the new joiners in the team to be fully functional with robust knowledge level as per the onboarding plan defined by the team manager
**about you**:
- 5+ years’ experience in a service provider network environment.
- Cisco Routing & switching expertise essential, voice/IPT, IPSec, DSL, OSPF, EIGRP, BGP4, RIPV2, MPLS VPN, Dial Solutions, QoS.
- Good time management, and organizational skills
- Good interpersonal and communication skills
- Proactive, self-motivated and determined attitude
- Problem solving skills
- Good negotiation skills
- Customer Oriented Attitude
- Ability to work under pressure
- Fluent in both spoken and written English
- Team Spirit
**additional information**:
- Bachelor degree in telecommunications field
- CCNP certification is a must.
- Cisco Certified Internetwork Expert - CCIE is a plus
**department**:Customer Services & Operations
**contract**:Regular
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