; Service Assurance Team Leader

Job title: Service Assurance Team Leader

Job type
Full time
Job Level
Team Leader
Experience
5-10
Functions
Information Technology and Networks
Languages
English
Arabic

  • Service Assurance TL should lead the main three activities of service assurance (trouble resolution, crisis, and change)

 

  • Activity 1: Incident resolution
  • Customer impact evaluation (number of customers impacted according to the time of the incident).
  • Identification of causes for each incident and relevant solutions
  • Service restoration piloting in case of an incident with customer impact until its complete repair with the contribution of concerned teams
  • Corrective actions allowing the incident resolution and prevention of future incidents

 

 

  • Activity 2: Incident post analysis
  • Non-real time analysis of incidents
  •  Customer impact evaluation.
  • Conduct dedicated incidents review meetings with related stakeholders to do facts-based post-assessment and identify the impact, root cause, lessons learnt and preventive actions.
  • Ensure the right documentation for all incidents along with RCA (root cause analysis) and action plans to avoid incident reoccurrence

 

  • Activity 3:  Change Management
  • Validation of change requests and their impact
  • Ensure the effective communication with related stakeholders
  • Check if there is any overlap with planned operations
  • Validate the service performance after changes completion

 

  • Good Communication, Customer Service Skills, Leadership skills (Organization.), English Language Proficiency;

  • - Computer literacy (MS Office knowledge).
  • - Excellent command of the English language.
  • - Excellent in reporting and effective in communication and presentation.
  • - Aware of data, voice and digital services used by Orange JO customers.
  • - Excellent Knowledge in Telecom systems, Mobile, Fixed and IT.
  • - 5-7 years’ experience in the telecom field
  • - Bachelor degree in Telecommunications Engineering or Computer Engineering.
Posted On
06 Oct, 2022
Deadline
27 Oct, 2022
Location
Amman

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