Recrutement de 01 L1 Network Security & UC Technical Support Team Leader

Recrutement de 01 L1 Network Security & UC Technical Support Team Leader
Niveau d'études: Bac
Expérience: 1 an
Expire le: 20-11-2022
orange
Cairo, Egypte
L1 Network Security & UC Technical Support Team Leader

Ref : 571626 | 22 Aug 2022

Date limite de candidature : 20 Nov 2022

CityStars, Cairo, Égypte - Egypte

Votre rôle
Job Title : CTS Team Leader

Role Purpose : Support the team and the management on all aspects for team development and accordingly enhancing customer experience

Roles and Responsibilities :

Share experience and knowledge within the team, providing day-to-day guidance and coaching
Act as the level 1 escalation point for the team
Support the team in ensuring work is managed with the appropriate priority and resources are allocated accordingly
Owns complex issues in the team and lead improvement plans accordingly
Lead the technical knowledge and skills enhancement & training plans with the support of the technical experts for the technical knowledge and skills
Engage in crisis management activities and post crisis reviews when needed
Responsible for leading the newcomers induction through the induction program with the support of the experts
Responsible for the team’s knowledge management and its regular update
Responsible for new customers’ and new services/offers handover to operation along with the experts within the team
Responsible with the management to monitor team performance in technical and non-technical aspects throughout the half and send reviews to the team monthly (Score Card)
Create, validate and update documents created to support the team
Attend regular meetings with the experts, management of the team, ESC management and other teams’ stakeholders when needed
Perform regular analysis on the team KPIs, communicate them to team members and initiate ways to improve them
Preparing the roster of the team and perform changes during the month
Undertake tasks assigned by management

Votre profil
Skills
Excellent communication, interpersonal, organizational and presentation skills
Good consulting, coaching and problem solving skills
Able to work efficiently and independently to meet deadlines
Able to understand complex customer infrastructure and good understanding of services offered
Ability to work under pressure and deal with multiple tasks

Le plus de l'offre
Qualifications
Bachelor Degree in telecommunication engineering or computer science
Fluent in English (French is a plus)
Solid knowledge on the technologies supported by the team: Messaging and Security services (certificates are a plus)
Solid knowledge of the incident management procedures and specifically within OBS
Minimum of 1 year related work experience in customer technical support or similar organizations within telecom or IT industry

Entité
Customer Services & Operations

Contrat
CDI