TOC, Supervisor

Job summary:

Manage all front office staff for the trouble reports and activities on shift basis to maintain the performance and quality of provided services for achievement of all Key Performance Indicators (KPI) & Service Level agreement (SLA). Perform O & M service restoration activities as per standard procedure of TOC front office in TAWAL.

MAIN ACCOUNTABILITIES:

• Manage all shift staff high level Performance related to Alarm Surveillance, Trouble Ticket Management, & Change Management Monitoring for first Level Service Restoration Activities.
• Ensure all tools are running up and escalate/follow up in case any failure.
• Ensure the operative performance at specified level according to the contractual SLA and KPI with vendors and contractors.
• Ensure Management Escalation and Updates of Critical/Major Network problems per the notification and escalation process.
• Interact with other operations stakeholders, both internal and external.
• Make sure that Fault Escalation to relevant parties/delivery units carried out by shift staff.
• Ensure all shift staff maintain the quality of the content in trouble tickets as first line trouble shooting of generated alarms and complaints.
• Ensure all relevant information are captured and communicated during shift handover.
• Ensure staff attendance to be on time according to 24/7 Rotation Shift Roster.
• Responsible for Remote Service Corrective, and Preventive Maintenance.
• Manage Front office activities and routines according to shift schedules defined by TOC Manager.
• Responsible to escalate within the departments as well as to service support units (ASP) / supplier partner functions so that service layer may be maintained at specified level.
• Ensure Adherence to all Processes of Front office of TOC.
• Performs other responsibilities and tasks as directed by the Line Manager in order to meet Section/Department objectives.
  
  

Minimum Qualifications:

• Bachelor’s degree in business administration/ Electrical & Mechanical Engineering/ Telecommunication.
  
  

Minimum Experience:

3 years of experience.

Functional Expertise (Knowledge, Skills & Abilities):

• Facilitating the Access for different types of activities.
• Teamwork
• Effective Communication
• Problem Solving
• Results Orientation
• Attention to Details
• Research and Analysis
• General Management Skills
  
  

Job Id: 5hcs8jf3rQVdB7ehyiq7UiLRvbaep2UgsE+1w7ydK6rQ/8Wbf2uB9idF6eD3xTi2NHgeGHf+I2X/EbdwFyoMsvEulaZFfmSXcw==