The role
The Senior Technical Support Team Leader leads the engineers who keep our Operator Solutions platforms running on customer networks. The role owns service levels, incident handling and escalations, and is the senior technical contact for our operator customers.
Responsibilities
Lead, coach and develop the Operator Solutions technical support team
Own service level performance: response and resolution times, escalations and customer reporting
Manage major incidents from first alert to root cause analysis and prevention
Plan and run the on-call schedule so customers are covered around the clock
Oversee upgrades, patches and changes on customer networks with minimum risk
Work with development and product teams to turn recurring issues into permanent fixes
Maintain support procedures, the knowledge base and handover documentation
Report support performance and customer issues to management
Qualifications
Bachelor's degree in telecommunications, computer engineering, computer science or a related field
8 or more years of experience in telecom technical support, including at least 3 years leading a team
Hands-on knowledge of mobile core networks and signalling (SS7/SIGTRAN, Diameter, SMPP)
Strong Linux, database and troubleshooting skills
Experience working to service level agreements and with structured incident, problem and change management
Clear communication with customers under pressure, in English and Arabic
Readiness for on-call duty and occasional travel to customer sites
About Globitel
Globitel builds software that runs inside live mobile networks: roaming, USSD, messaging, order management, location-based services and Cell Broadcast. Our platforms serve telecom operators in more than 40 countries across the Middle East, Africa and Asia. Globitel has been building telecom software from Jordan since 1996.
