Digital Design

7 days ago

مصر, Egypt Vodafone Full time

**Long Description**:
Role purpose:
**Long Description**:

- Key accountabilities and decision ownership:
- Meet and exceed established service levels for support
- Maintain operation, monitoring, and integrity of production, test, and development systems to meet established standards
- Coordinate and escalate issues to support teams and third-party vendors to troubleshoot and resolve issues
- Assist Third & fourth level of support team members to advance DevOps practices- Communicate general events and incidents to employees and management
- Authorizes sender/caller against Authorized List DB with Validation Procedures
- Direct and Report unauthorized communications to corresponding Authorized Contacts
- Submit requests for adding/removing/updating authorized contacts to correct internal team
- Act as Single Point Of Contact with 24/7 Support for Global Enterprises’ Help Desks (Local, Regional, or Global Helpdesks) in 75+ Countries
- Validate requests/incidents against agreed templates to ensure high quality details submitted to next level of support
- Acknowledge requests/incidents within agreed Response Time
- Act as Single Point Of Contact with 40+ OPA Networks all over the world (OpCo, Partner, and Affiliate) in addition to 3rd Party Suppliers
- Identify Requests/Incidents and submit to correct support group
- Manage resolutions received from next level of support ensuring clear and high quality communications back to customer

**Long Description**:

- Maintain good level of knowledge of all different bespoke process/procedure agreed with customer/support groups- Know how to get the most updated information and refer to correct documents
- Make sure to always be up to date with all the changes in different processes/procedures as they occur.
- Follow up on open incidents/requests according to the agreed milestones
- Make sure of contacting correct and relevant Point of Escalation
- Update Inventory DB with requests fulfillment info provided by OPA
- Provide Inventory Reports as requested by Customer or Service Management team
- Know the size of the Global Enterprises that VGE is dealing with
- Realize the difference between the highest Customer Care in local market and the required level of customer service for Global Enterprises authorized contacts
- Understand impact of any small mistake and cost implications (e.g. Penalties)
- Provide best quality to our customers and show the value added value of having our service
- competencies, knowledge and experience:
- 2 Years of experience in the telecom field
- Computer science / IT background is preferable
- Programming skills is a plus
- ITIL management framework knowledge with regard to the Service Support and Service Delivery sets
- ITIL Certified is a plus
- Customer-service oriented work ethic
- Detail oriented
- Strong organizational and communication skills
- Strong interpersonal skills and ability to communicate with multiple departments to take an issue to resolution
- Strong problem solving ability
- Ability to work independently
- Fluent in English
- excellent communication - persuasion - negotiation - presentation

Must have technical / professional qualifications:
- ITIL v3 Foundation or higher

_VOIS

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