About the Business Unit:
Operations & Services is a major part of the company’s first line customer facing activities and has a significant role to play in both the achievement of customer satisfaction as well as service assurance as defined in the annual business plans.
The Business Installation and Field Services team offers installation and maintenance of a full range of complex and sophisticated solutions for Ooredoo’s Strategic Accounts, Commercial, Government and SME & SOHO customers.
Problem management is an integral part of the Enterprise Support Center and responsible for the resolution within SLA of problems impacting Ooredoo’s customers.
About the Role:
This role is responsible for providing high-quality service support to all areas of the business, ensuring service levels are met and exceeded.
The primary purpose of the role is to prevent problems and resulting incidents from happening, to eliminate recurring incidents, and to minimize the impact of incidents that cannot be prevented.
You should have at least 5 years of Change/Incident/Problem Management experience. You should have an excellent ability to manage multiple high priority efforts/competing priorities and flexibility to adjust to changing requirements, schedules and priorities. You should be Self-driven and resourceful to achieve goals independently as well as work well in groups. You should have high level of IT literacy.
Minimum requirement is a BE/B.Tech Degree or equivalent in years of progressive experience in B2B Telco environments. Preferably ITIL V.3 Expert Certification.