Job Description

Roles & Responsibilities

To Provide support for running 24/7 Carrier Contact Center for Technology/IT Operations as an interface between external Carrier Partners, Business (Customer operations, IT, Commercial units) and Technology Operations. The nature of position includes supporting communication for technical coordination, Site Access Management, Escalation, Change and SLA management. The job requires intensive and effective interaction and communication within du internal teams and external partners, the job owner has to have a broad knowledge about Network Operations and about operational processes, SLAs and procedures

Desired Candidate Profile

Ensure SLA and KPI adherence across all support teams, focusing on eliminating service disruptions and maintaining business continuity and the availability of applications, retail systems, and network services.
Act as a first point of contact for all the external technical issues (IT/Technology) for the company
Assure proper coordination for international change management
Full understanding of operations processes and SLA/KPIs timelines.
Ensure timely acknowledgement, updates and follow-up for all faults reported to or by Business partners and other departments.
Assure always the availability of updated escalation matrixes to guarantee all resources are available and contactable.
Inform business units about network outages and impact on customers.
Reviews trouble ticket resolutions for completeness and accuracy.
Daily follow up on pending RFO with assignee to close it within defined SLA
Attention to details, full understanding of network, operational processes and good communication skills help fulfil the different responsibilities associated with this position.
Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation.
Implement and maintain service management practices, driving process maturity and consistency in incident, request, and escalation handling.
Monitor, analyze, and report on performance metrics (monthly and quarterly), identifying trends, improvement areas, and service anomalies.
Handle escalations—to minimize operational impact and ensure swift issue resolution.
Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, while addressing workload distribution, team availability, and backup readiness.
Communicate clearly with stakeholders, provide performance updates, and act as a liaison between users and support teams.
Provide transparent updates to stakeholders on service performance, major incidents, and improvement plans.
Oversee and coordinate daily activities, ensuring efficient first-level support, timely escalation, and high team performance aligned with business goals
Serve as the first point of contact for all international carrier cases, delivering immediate support to reduce downtime and avoid disruption to sales operations.
Troubleshoot and resolve retail application issues (e.g., POS software errors, order syncing delays, transaction failures) to ensure seamless checkout and customer experience.
Escalate unresolved or systemic issues to L2 support while providing complete context and impact details directly affected.
Ensure that all first-level resolutions are documented, tagged, and fed into the knowledge base for future reference and team learning.
Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability.

Qualifications, experience, skills and competencies

Bachelor degree in Telecommunications Engineering or Electronics and Communications Engineering or equivalent diploma in the same or related field of study.
Minimum 3 years of experience working in related field in Telecom Industry
Basic understanding of IP technologies.
Fluent in written and verbal English.
Very good command in using MS Office (Excel, Visio, Power point, Project).
Experience in using trouble-ticketing systems
Self-motivated, team player and result-oriented
Flexibility, multitasking, process oriented and conflict resolution skills
Analytical, conceptual, initiative thinking.
Ability to work under pressure and to be able to handle network crises and emergencies.
Ability to express oneself clearly and concisely, both orally and in writing.

Engineer Carrier Contact Center EMIRATES INTEGRATED TELECOMMUNICATIONS COMPANY P.J.S.C