Team Leader, Service Provisioning / Fast Telco Subsidiary of Ooredoo Kuwait

؜ - ؜مدينة الكويت ؜ -

تفاصيل الوظيفة

The Company:


Ooredoo is an organisation on the move. Thanks to our dedicated employees, we
continue to move closer towards our vision to be among the top ‎20
telecommunications companies in the world by ‎2020.
We are a dynamic global telecommunications player operating in ‎17 countries
across the Middle East, North Africa (MENA) and Asia. We cover a population of
more than half a billion people and serve more than ‎68 million customers.
In Kuwait, we employ approximately ‎1,000 talented people, all of whom are
driving Ooredoo to be the number one choice for world-class communications
services in Kuwait. In the face of intensifying competition, increasingly
sophisticated technology and rising customer expectations, nothing is more
important to our success than our team - and it's a team that you can be part
of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Role:


Activate the new provided services to B2C and B2B customer in the system.
Key Accountabilities and Activities:



  • Execute all received orders in the system regarding customer service Activation/ deactivation/ Upgrade/ Downgrade.

  • Provision customer network services on core equipment

  • Supporting Engineering/ Voice team during the installation to achieve customer request successfully.

  • Update B2B support team with newly activated and deactivated services to add/remove them in network monitoring tools.

  • Maintain IP Plan with the updated reserved IPs for B2B customers.

  • Add/Modify/Delete Centrex phones / ATA through FT voice call manager CMCU

  • Provide the customers with Microsoft Team and Cisco WebEx accounts.

  • Notify the customer by email for any changes happen in his services.Collect the required documents and register the customer requested domain with CITRA.

  • Maintain CITRA portal and ensure to renew the domains before the expiry date.

  • Execute the required changes requested from customer/support on portalAdd/Modify/Delete DNS records for hosted domains

  • Ensure that DNS records are up to date in all DNS servers.

  • Maintain and operate the webhosting service and provide the customer with the portal access to update his website contents.Provide 2nd level of troubleshooting for escalated cases from B2B support.

  • Execute the newly requests from the customer regarding DNS, Webhosting & email services.

  • Track all tickets assigned to the department and ensure to close them within accepted SLA.Manage the Access Control System

  • Conduct Quarterly Maintenance on all POPs

  • Troubleshoot system issues with the vendor.Manage FT Camera System for all POPs

  • Add/Modify/Delete and troubleshoot cameras issues. as needed/requested

  • Conduct Quarterly Maintenance on all POPs RemotelySupervise day-to-day operational activities ensuring timely and professional delivery.

  • Ensure all received requests are processed accurately confirming all essential information is captured and entered correctly.

  • Ensure to close all received activities within the accepted SLA.

  • Identify and escalate situations requiring urgent attention to the manager.

  • Implement company policies and procedures and follow the set procedures in order to achieve Department's objectives.

  • Set team objectives and define the required KPIs.

  • Ensure the accuracy of the team attendance daily.

  • Perform periodic evaluation for the team.

  • Build the annual leave plan for the team to avoid any conflict may happen during the year.


  • Perform any other roles & duties as directed by the line manager including the yearly objectives.
    Qualifications:




  • Diploma/Bachelor degree in Computer Science, Information Technology or any related field.



  • CCNA (Mandatory)


  • CCNP (Mandatory)
    Other Information:




  • Proficiency in both English and Arabic languages.



  • ‎3 - ‎5 years' experience in the same field.

  • Network experience covering advanced routing and switching knowledge.

  • Working knowledge of VoIP technology.

  • Collaborate and work well with others.

  • Self-motivated, enthusiastic, and able to handle multiple support cases.

  • Ability to assess faults, prioritise, respond and escalate accordingly.

  • Customer-oriented, and capable of providing high levels of client satisfaction.

  • Strong analytical thinking

  • Capable of multi-tasking, good time management and prioritisation of workload.Experience with DSL media troubleshooting and configuration.

  • Experience with GPON media troubleshooting and configuration.

  • Experience with Fiber media troubleshooting and configuration.

  • Experience with Wireless media troubleshooting and configuration.
    Note: you will be required to attach the following:


‎1. Resume / cv

ملخص الوظيفة

  • المُعلن : Ooredoo
  • تاريخ الإعلان : 22/08/2022
  • نوع العمل : -
  • مستوى الخبرة : -
  • المستوى التعليمي : -
  • مكان العمل : مدينة الكويت
  • الراتب : -
  • الهاتف : -

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Language: English