Senior Executive , L1 Managed Services
Ooredoo
Kuwait - Kuwait City
منذ 9 يوم

Role Purpose :

Work in 24x7 shifts and first point of contact for incident management, fault handling, and change management.

Key Accountabilities & Activities :

First point of contact for incident management, fault handling, and change management

Responsible for the monitoring of the NOC and Customer’s operations

Assist in other activities and projects as needed Create tickets with adequate priority code after conducting first diagnosis

Follow-up on open tickets resolution time and status

Apply Standard Operation ProceduresAssign tickets to appropriate second level support groups, vendors or Customer

Utilise excellent customer service skills and exceed customers’ expectations

Attend Operations and B2B division meetings as required.

Proactively take responsibility for self-improvement by staying well-informed of developments,

knowledge and innovations in relevant field of expertise.

Attend Training Programs, Courses, and Seminars, conferences, vendor meetings, User Groups and presentations.

Other duties as directed by the Operations Manager.

Qualifications & Requirements :

  • A minimum of 1 year of relevant experience in Information and Communication Technologies (Networks, Systems, Security, etc.)
  • Systematic with good troubleshooting skills

  • Good communication skills in English
  • Computer and Communications Engineering Degree or equivalent
  • Strong experience in each area described in Minimum Experience & Essential Knowledge
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