Specialist, Corporate Service Operation
Job Description
Job Purpose :
Primary responsibility of this role is to continuously improve the quality and customer satisfaction by ensuring a consistent use of best practices and principals for the company’s corporate customers.
Responsibilities :
Elaboration and implementation of strategies for the development of Business Care team.
• Develop, implement, and maintain effective workflow plans, systems, processes, and procedures to meet the customer service’s objectives.
• Constant analysis of the alarms, alerts, trouble tickets and based on the analysis; recommend solutions and improvements.
• Ensure communication management, supervision of Business Care team focusing on improved customer’s experience and serves as an escalation point within the business area.
• Interface with third party vendors as liaison between client and vendor.
• Interface for the internal departmental communications.
• Continuous and effective coordination and follow-up with other internal teams such as Sales, Presales, IT, Operations in speeding up the daily operational work.
• Review technical agreements, Scope of Work, TSD, MSD, Contracts and highlight risks , SPOF and challenges
Qualifications :
Bachelor’s degree in Engineering Technology or any related field or other equivalent degree.
• Specialized training or experience that makes the individual uniquely qualified to perform the job responsibilities.
• Advanced undersElaboration and implementation of strategies for the development of Business Care team. • Develop, implement, and maintain effective workflow plans, systems, processes, and procedures to meet the customer service’s objectives.
• Constant analysis of the alarms, alerts, trouble tickets and based on the analysis; recommend solutions and improvements.
• Ensure communication management, supervision of Business Care team focusing on improved customer’s experience and serves as an escalation point within the business area.
• Interface with third party vendors as liaison between client and vendor.
• Interface for the internal departmental communications.
• Continuous and effective coordination and follow-up with other internal teams such as Sales, Presales, IT, Operations in speeding up the daily operational work.
• Review technical agreements, Scope of Work, TSD, MSD, Contracts and highlight risks , SPOF and challengestanding of telecom networks Project Management.
• PMP or any Project Management studies would be an added advantage.
• Proficient in use of MS Office (Excel, Word, PowerPoint and Visio).
• Excellent analytical thinking, problem-solving skills, and strong oral and written communication skills
Bachelor’s degree in Computer or Telecom Engineering, or equivalent qualification.
• Cisco Certificate, CCNP is required.
• Knowledge of Cloud Services including VPS (Virtual Private Server), VFW (Virtual Firewall), SAAS (Software as a Service), BAAS (Backup as a service) in a cloud environment.
• Understanding of IP technologies IPSEC, HSRP,GLBP…etc • Ability to work under pressure.
• Excellent skills in communications, customer focused, process-oriented, and result-driven.
5+ years of experience in Service Provider & Technical Care environment. • Experience in Routing & Switching, MPLS (L3VPN, VPLS, L2VPN). • Experience in managing team.
