IT Smart Services Support Senior Specialist.Revenue Management & Broadband

Job Purpose

Ring Back Tone Support Senior Specialist main task is to play a crucial role in the Smart Services support team by delivering prompt user support, collaborating on system updates, and contributing to the continuous improvement of the Consumer Ring Back Tone, Corporate Ring back tone and Call signature systems. Monitor systems performance, troubleshoot issues, and enhance user knowledge through training programs, ensuring the efficient functionality and availability of ALL system.

Report To Position Name

• Respond promptly to user inquiries, providing first-level support for RBT system-related issues. • Provide day-to-day support for the Ring Back Tone system, addressing user queries and issues. • Collaborate with the IT Team Leader to implement system updates, patches, and new features. • Monitor system performance, analyse data, and generate reports for continuous improvement. • Participate in troubleshooting and resolving technical problems, escalating issues when necessary. • Assist in user training programs to enhance system knowledge and efficiency. • Assist in troubleshooting and resolving technical problems. • Investigate escalations of critical and major alarms to facilitate taking the most appropriate actions according to the cases. • Ensure that health checks to the RBT nodes working properly and guide team juniors for new HC. • Handling incoming requests from concerned parties (e.g. problems of first lines, technical investigations and analysis, etc...) to ensure sufficient support and smooth operations. • Create and update reports and event tracking of the major issues to present to the management • Study the vendor documentations and Etisalat’s products descriptions, in order to guarantee acquiring comprehensive and adequate knowledge. • Open cases with Node vendor and follow up to ensure timely and accurate resolution. • Create documents to build up knowledge base to be guide for the new comers to handle work and operations smoothly. • Meeting with other teams to discuss issues and root cause analysis.

QUALIFICATIONS_ESSENTIAL

- Investigate escalations of critical and major alarms to facilitate taking the most appropriate actions according to the cases. - solving customer trouble tickets in the agreed SLA - Strong analytical and problem-solving skills.

QUALIFICATIONS_DESIRABLE

- Effective communication skills for interacting with users and team members. - Ability to adapt to a dynamic work environment and collaborate within a team. - Presentation Skills - Work Under pressure - Cooperative in a team work environment - Flexible and responsive - Coaching skills.

EXPERIENCE_ESSENTIAL

2+ years of experience in IT or a related field.

EXPERIENCE_DESIRABLE

N/A

CERTIFICATIONS_ESSENTIAL

- Operating Systems Courses ( UNIX LINUX …etc ) - Database Administrations ( Oracle, TimesTen Sysbase ….etc) - Unix Admin is plus - SQL fundamentals is plus