Operations Manager
2 weeks ago
Coach/Monitor the team to fulfill its goals and maintain the KPIs
- Audit daily work and operations done by team members
- Audit Incidents make sure we are not breaching the SLAs/OLAs
- Make sure all processes are followed and looking for usual enhancements
- On Board new comers and provide them with the full support to be part of the team
- Provide next level technical support for Level 1 Specialists.
- Diagnose fault-related incidents by effectively utilizing software diagnostics and other network/product utility programs.
- Perform technical escalations to different Problem Management teams in line with company procedure and case/incident excellence.
- Perform and own technical management escalations in line with company procedure and case excellence policy.
- Obtain and document data integrity issues and ensure getting valid Reason for Outage (RFO) when applicable and to note it in detail and gain agreement to incident closure by customer or Service desk representative
- Perform technical & management escalation as implied by the escalation process to ensure Incidents/Complaints are progressing toward resolution and/or completion.
**about you**:
- Good Leadership skills
- Good communications and negotiations skills
- Excellent IP networks background
- Excellent phone business communication & facilitation skills
- Good understanding of incident management processes
- Soft skill / business courses (Time management, facilitation skills, interpersonal skills, etc....)
- CCNA certified
- Excellent command of verbal and written English
- 2-3 years of experience in Incident Management role
**additional information**:
**department**:Customer Services & Operations
**contract**:Regular
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