About the Role

.                     Department/Section:     Technology Service Quality.

Job Title:                              Enterprise Service Assurance Advance Specialist                

Reports to:                          Service Assurance Manager                        

• Accountable to Service Assurance Manager, to manage the quality and performance of enterprise services to customer and ensure that service levels are achieved in line with contracts. To ensure that customer expectations are met or exceeded.

   

• Achieves quality assurance operational objectives for enterprise service assurance by contributing information and analysis to strategic plans and reviews.

  • Preparing and completing action plans, productivity, quality, and customer-service standards,

  • Identifying and follow up resolving problems.

• Develops quality assurance plans by:

  • Conducting risk analyses.

  • Identifying critical control points and preventive measures.

  • Establishing critical limits.

  • Monitoring procedures, corrective actions, and verification procedures.

  • Monitoring inventories and proactive actions.

• Validates quality processes by establishing quality attributes.

  • Documenting evidence.

  • Determining operational and performance qualification.

  • Writing and updating quality assurance procedures.

• Maintains and improves service quality by:

  • Compliance, and investigating customer-reported service degradation.

  • Collaborating with other teams to develop new tools/techniques.

  • And contribute to engineering designs, and training methods.

• Formulates quality documentation and reports by:

  • Collecting, analyzing, summarizing information and trends including failed processes,

  • Stability studies, corrective actions, and re-validations.

• Draft the Service Desk strategy to drive the shifting of incidents and requests to more efficient and faster resolution processes and design a flexible and robust service.

• Managing Service Desk team and support service desk representatives and technicians.

• Ensure and track service desk SLAs are met with managed service.  

• Collaborate with internal departments to understand their procurement needs for IT equipment and provide the necessary support.

• Contribute to the development and management of the IT budget plan to ensure cost-effective procurement of goods and services.

• Conduct necessary purchasing activities for IT-related goods and services, including creating Bills of Quantities (BOQ), Purchase Requests (PR), conducting technical evaluations, and selecting vendors.

• Effectiveness in high availability, maintaining, improving accuracy of data mart and services

• Quality of relationships with internal customers/peers/suppliers

• 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

• Responsible for maintaining technology quality with customer

• Capable of trouble shooting, analyze, report & improve services

• Capable of managing service complaints & reporting.

• Develop coordinated Plans to support the expanding Technology demands

• Coordinate & Manage the MS project

What We Need From You

PERSON SPECIFICATION

• Bachelor’s degree in electronic/Telecom/ Computer Engineering or any related field.

• Experience in 24/7 Service Desk/ NOC / SOC with responsibility to monitor real-time systems and security logs, and monitor networks and infrastructure security

• 3-5 years’ experience in the same filed

• Preferable Knowledge of standards, i.e. eTom, ITIL framework principles and processes.

• Experience in supporting Mobile Networks, Data Networks and technologies.

• Experience within customer service/advanced billing environments is desirable.

• Continual service improvement, Process Improvement, Analyzing Information, Strategic Planning, Quality Engineering, Emphasizing Excellence, Attention to Detail, Thoroughness, Dealing with Complexity and Vendor Management.

• Ability to interpret and apply best practice methods/processes

• Excellent numeric and analytical skills

• Management of external suppliers and software/hardware vendors

• Conflict handling and resolution skills

• Change management

• Highly developed communication and reporting skills (verbal and written) in both Arabic and English

• Ability to impart knowledge to others

• Analytical Thinking and Problem Solving

• Creative thinker

• Forward Planning

• Results Drive

• Concern for Standards/Efficiency

• Being Collaborative

• Tenacity, Resilience and Self-Management