Position Information
Department/Section:Technology - BSS/OSS &VAS Systems Operations.
Job Title: IT Roaming and Interconnect Advance Specialist.
Reports to:BSS/OSS &VAS Systems Operations Manager.
About The Role
Accountable for BSS/OSS &VAS Systems Operations Manager to ensure effective and efficient operating and maintaining of ZAIN’s Interconnect and Roaming Operations and its peripherals system & knowledge, so that to ensure high availability and reliability of the systems. Responsible for support and satisfying internal and external Customers so that to exceed their expectations.
Key Tasks/Accountabilities
* Managing MS team effectively. & validate MS’s provided data in terms of Service Level Management (SLM), KPIs.
* Managing Suppliers and vendors
* External and internal Customer Support.
* Support business functions.
* Govern MS to ensure Record and maintain system data models, processes, workflows and configuration changes.
* Adhere to processes, procedures, activities and systems for accurate recording and reporting of system operation, maintenance, outages and downtimes.
* Liaise closely with internal customers & MS Team to ensure that planned/un-planned outages to the Interconnect & Roaming systems to minimize the risk of de-stabilisation to the business.
* Participate in Technology Business Planning cycle through identification of projects plans and provisioning of cost estimates.
* Coordinate with vendor support problem reporting and facilitate any upgrade of Interconnect & Roaming software releases that are required to keep the business systems up to date and to minimize the risk of de-stabilising the business.
* Input into the development contingency plans to mitigate risks/issues as the Zain SD network expands and the business grows.
* Provide 24x7 support to all internal customers to solve any kind of issue related to the system(s) and application(s) in the area responsible for.
* Perform periodic check on the process in the area responsible for, to ensure data integrity.
* Perform audit review in the area responsible for according to the business needs required schedule.
Qualifications/Experience/Skills
Qualifications/Experience: -
- B.Sc. in Computer Science or Computer Engineering or any relevant technical discipline.
- Minimum of 3 years of experience in maintaining, configuring and operating Interconnect & Roaming systems.
- Hands on experience in Interconnect & Roaming concepts and applications.
- Mobile Telecommunications background is desirable.
- On the Job training is preferable.
Skills: -
- Ability to interpret and apply best practice methods/processes.
- Excellent numeracy and analytical skills
- Management of external suppliers and software/hardware vendors
- Conflict handling and resolution skills
- Strong follow up and decision-making skills.
- Change management.
- Highly developed communication and reporting skills (verbal and written) in both Arabic and English.
- Project management.
- Highly developed communication and reporting skills (verbal and written) in both Arabic and English.
- Highly developed skills in use of relevant IT packages including Excel. Word, PowerPoint etc.
- Ability to impart knowledge to others in a 1-2-1 and 1-2-many environments.
Typical Performance Measures
* Quality of Team Contribution.
* Effective Team lead.
* Quality of relationships with internal customers/peers/vendor support.
* Effectiveness of issue resolution/decision making/change control and risk management.
* Delivery of outcomes to agreed quality standards and deadlines.
* Adaptability of work plans/resources in response to change.
* Consistency and Quality of running services and solutions.
* Effectiveness of Customer Care departments “first point of contact” resolution.
* Responsible for company assets such as vehicles, IT equipment and PC’s.
