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

1. Managing MS team effectively. & validate MS’s provided data in terms of Service Level Management (SLM), KPIs.

2. Managing Suppliers and vendors

3. External and internal Customer Support    

4. Support business functions

6. Govern MS to ensure Record and maintain system data models, processes, workflows and configuration changes.

7. Adhere to processes, procedures, activities and systems for accurate recording and reporting of system operation, maintenance, outages and downtimes.

8. 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.

9. Participate in Technology Business Planning cycle through identification of projects plans and provisioning of cost estimates.

10. 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.

11. Input into the development contingency plans to mitigate risks/issues as the Zain SD network expands and the business grows.

12. 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.

13. Perform periodic check on the process in the area responsible for, to ensure data integrity.

14. Perform audit review in the area responsible for according to the business needs required schedule.

Qualifications/Experience/Skills

Qualifications/Experience:-

1. B.Sc. in Computer Science or Computer Engineering or any relevant technical discipline.

2. Minimum of 3 years of experience in maintaining, configuring and operating Interconnect & Roaming systems.

3. Hands on experience in Interconnect & Roaming concepts and applications.

4. Mobile Telecommunications background is desirable.

5. On the Job training is preferable.

Skills: -

1. Ability to interpret and apply best practice methods/processes.

2. Excellent numeracy and analytical skills

3. Management of external suppliers and software/hardware vendors

4. Conflict handling and resolution skills

5. Strong follow up and decision-making skills.

6. Change management.

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

8. Project management.

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

10. Highly developed skills in use of relevant IT packages including Excel. Word, PowerPoint etc.

11. Ability to impart knowledge to others in a 1-2-1 and 1-2-many environments.

Typical Performance Measures

1. Quality of Team Contribution.

2. Effective Team lead.

3. Quality of relationships with internal customers/peers/vendor support.

4. Effectiveness of issue resolution/decision making/change control and risk management.

5. Delivery of outcomes to agreed quality standards and deadlines.

6. Adaptability of work plans/resources in response to change.

7. Consistency and Quality of running services and solutions.

8. Effectiveness of Customer Care departments “first point of contact” resolution.

9. Responsible for company assets such as vehicles, IT equipment and PC’s.