Position Information

Department/Section:   B2B

Job Title:     B2B Business Solutions Team Leader

Reports to:   B2B Business Solution Manager

About The Role

The B2B Business Solution Team Leader is responsible for managing the technical after-sales support for non-mobile services, ensuring timely resolution of faults and inquiries while maintaining service quality. This role includes 2nd line support, SLA management with customers, and coordination with 3rd line vendors and technology teams. Additionally, the B2B Business Solutions Team Leader provides technical expertise to support presales activities when needed.

Key Tasks/Accountabilities

1. Lead the resolution of technical faults and customer inquiries related to non-mobile services, including Cloud Hosting, SaaS, Fixed Connectivity, IoT, Private APN, Fleet Management, and other Zain B2B non-Mobile services.

2. Monitor incidents and ensure resolution within agreed SLAs, escalating to 3rd line vendors or technology teams as necessary.

3. Oversee service improvement initiatives by refining workflows and operational processes.

4. Ensure proper documentation, incident tracking, and knowledge-sharing across the team.

5. Act as the primary escalation point for service-related issues, ensuring effective communication with customers and internal stakeholders.

6. Manage SLAs with customers and coordinate with 3rd line vendors and technology teams to uphold service commitments.

7. Provide clear, professional, and timely communication to customers and sales teams throughout the troubleshooting process.

8. Work closely with Sales, Customer Service, IT, Billing, and Operations teams to streamline issue resolution and enhance customer experience.

9. Support presales activities if needed.

10. Lead, mentor, and develop the technical support team, ensuring adherence to processes, policies, and performance standards.

11. Conduct regular team meetings to review performance, discuss challenges, and implement improvement actions.

12. Generate detailed Adhoc, daily, weekly and monthly reports on incidents, service performance, and trends.

13. Responsible for the security, Confidentiality & Integrity, of all information assets within his/her responsibilities in accordance with the company’s Information Security Policies.

Qualifications/Experience/ Skills

Qualifications/Experience: -

1. B.Sc. in Electrical, Electronics, Telecom Engineering, IT, or any technical relevant discipline is mandatory.

2. Minimum 3 years of experience in relevant role.

3. CCNA certification is plus.

4. ITIL V3 certification is plus.

5. CCNP or CCIP certification is plus.

6. Cloud-related certifications are plus.

7. Cybersecurity certification is plus.

Skills: -

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

2. Highly developed skills in use of relevant IT packages including Excel, Access, Word, Power Point etc.

3. Design skills in research and evaluation.

4. Influencing Skills.

5. Leadership skills.

6. Conflict handling and resolutions skills

7. Planning and organizing skills.

8. Project management skills.

9. Ability to interpret and apply best practice methods/processesility.

10. Negotiation skills.

11. Ability to build strong relationships with different internal and external stakeholders.

12. Vender and third-party management.

13. Problem-solving and analytical thinking.

Typical Performance Measures

1. % of technical issues resolved.

2. % of customers technical complains.

3. Time to resolution.

4. Customer experience index.

5. Accuracy of technical documentation.

6. Compliance with Customer and technical SLA and OLA.

7. Efficiency of solving problems, decision-making, and issue resolution.

8. Trusts, supports, and has a genuine concern for other team members.

9. Understands and is committed to team objectives.

10. Acknowledges and works through conflict diplomatically.

11. Support through action one or more of the organizational or location objectives.

12. Time management.

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

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