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

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