Job Description
- Responsible for supervising the Shift Lead duties and responsibilities to ensure the delivery of qualified customer experience
- Ensuring Team is carrying out the required activities within dictated scope of Incident Management, Change Management and Problem Management Managing operational escalations related to the Shift Lead duties and responsibilities
- Works closely with the Process Team to ensure the Team’s regular compliance to agreed processes and best practices
- Ensuring that the Team is regularly meeting the global targets as dictated in the monthly-generated NOC KPI and Performance Reports
- Implement required practices to ensure customer satisfaction and continues Service improvement in line with the internal global quality recommendations and customer success factors
- Responsible for interviewing, hiring, and onboarding new candidates
- Mentoring and coaching Team members to develop team strengths and improve weaknesses
- Conducting performance review through identifying Team goals and evaluating progress accordingly
- Schedule work shifts as per the business requirements
- Flexibility in working hours; may require working during holidays, weekends or extended working hours
Job Requirements
- Fluency in English language (both verbal and written)
- Bachelor’s degree in Communications Engineering, Computer Science, or any relevant field
- Minimum 3 years of experience in IT Service Operations environments
- Strong knowledge in NOC-supported customers’ processes and practices
- Customer service management skills – previous experience in management position within IT Service Providers environments is a plus
- Proven leadership skills: ability to effectively manage, coach and develop subordinates (previous leadership experience is a plus)
- Excellent communication and presentation skills
- Excellent MS Office skills
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