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Role purpose:
24/7 monitoring of the overall end-to-end customer service experience. Enables service delivery stability on the basis of end-to-end service view, by tool-based monitoring of all events and services from the perspective of end-customers, in order to monitor the regular performance, secure that services and resources are operating at regular performance and within agreed SLA, and to detect and escalate exception.

Key accountabilities and decision ownership:
•Responsible for Roaming and Interconnect monitoring /troubleshooting Perform and coordinate AD-HOC tests for roaming service assurance.
•Network service performance monitoring (Live KPI monitoring and 1st level of intervention)
•Customer Service Desk
•Wholesale service support
•Service Incident and Problem Management: Incident Analysis, Notification, Update and Escalation
•Service continuity / disaster recovery management
•Reporting: produce daily/weekly/monthly Reports on Network Elements Availability
•Local interface to Regional NOC for monitoring activities manage the internal escalation and the communication to Contact Center.
•Regulatory and Security SPOC

Core competencies, knowledge and experience:
•Well-developed written and verbal communication skills.
•High levels of self-motivation, energy and initiative
•Team player but able to work using own initiative with minimal supervision
•Takes accountability for identifying & addressing service issues
•Organised and able to prioritise effectively

Must have technical / professional qualifications:
•University studies covering Telecommunication / IT sciences. Qualified at least with Bachelor Degree. Preferred with post graduate professional experience MSC.
•Mobile technology know-how varying from Network, IT, Operations areas, latest technology developments.
•Knowledge of mobile Products and Services currently in market (local/global)

Key performance indicators:
•CRM SLAs/SRs
•Service SLAs
•Attain the following response time to the incidents detected in the systems as defined in the Incident Management Procedure.

Apply online on the below link:
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