Description:
Job Responsibilities:
- Senior & experienced individual with extensive experience of running Network Operation center.
- Excellent communication skills to communicate with client’s top management and problem-solving skills in very complex and highly intense work environment.
- Escalation management and SLA Management,
- Reporting and driving Service Business Review Sessions to provide information about Tickets trends, response times, and performance metrics, historical, trended, performance, and operational data about service delivery
- Manages the recommendations for improving the service delivery
- Manages the Implementation of generally available improvements to tools and processes
- This role will also be responsible for the principal leadership of the team in terms of work assignment, timely completion of work, and utilization of team members to accomplish customer expectations.
- Manages staff in all areas of administration including time, budgeting, recruiting and performance management and handling all client escalated issues.
Skills and Qualifications:
- Leadership skills
- Verbal and written communication skills (Arabic and English)
- Escalation management skills
- Organizational skills
- Decision making Skills
- Stress tolerance
- Professionalism
Education and Experience Requirements
- ITIL Expert Certified
- ITIL Practitioner Certified - ILC Service Operations
- Bachelor’s degree or master’s degree
- At least 8 years of experience running a 20+ member Operations
- Knowledge and experience with ITSM tools
- Knowledge of software including Microsoft Word, Excel, and Outlook, Microsoft PowerPoint and Adobe Acrobat