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Incident Management Specialist


Posted on August 10, 2018

1 - 2 years Other - Egypt

Any Nationality

Opening 01

Job Description

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Provide a professional first and second technical support for a large customer
Work on both WAN (SDN) / LAN solutions, as well as Cisco IPT solution
Owns the chronic and the complex problems / incidents.
Highlight all the single point of failures and potential issues that might affect the customer to the customers' account team.
Diagnose fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.
Provide updates as needed to the customer in order to meet performance objectives.
Comply with all the special process and procedures agreed with the account teams and customers.
Ensure cases are allocated to the most appropriate next step as part of the case flow process
Perform technical escalations in line with company procedure.
Monitor systems, customer networks and products, and deal with alerts and events as appropriate.
Liaise and refer issues to correct/relevant entities when needed.
Document all troubleshooting and case management actions via the electronic case management system.
Undertake any other reasonable task as assigned.
Ability to build relationships with peer and management levels both with clients and the company management
Determination to process tasks according to predefined processes is essential.
Drive chronic and complex cases in to quick and efficient resolution.
Act as a case manager in order to always push for faster issue resolutions.
Provide technical training to the team members when required.

IT - Software Services

IT Software

Desired Candidate Profile

about you
Minimum 1 year hands on experience in operational networks
Excellent network troubleshooting skills in the following :
VPN Architecture: MPLS
Network devices: Cisco (Routers, switches, WAAS, AP,WCS, and IP telephony )
routing protocols (EIGRP, OSPF, EIGRP and BGP).
Intensive Knowledge of QoS
tunneling protocols; IPSEC
DSL services
IP Telephony
Voice over IP knowledge
Must Have CCNA Certification
Nice to Have CCNP or CCIP
Knowledge with Riverbeds & Cisco wireless Access Points
Personal skills
Quickly acquires and applies new knowledge when needed.
Demonstrates cooperation and teamwork.
Problem Ownership until resolution.
Prioritization and balance in tense situations and work activity in multitask situations.
Service oriented, customer focused, and have the ability to resolve complex problems through a calculated and methodical approach.
Good interpersonal skills
Good time management, organizational and communication skills.
Ability to coach and mentor peers and subordinates.
Ability to lead and provide direction in resolving business critical problems at the highest organizational level.
Proactive, self-motivated and determined attitude
Flexibility in terms of working hours.
Fluent English is a MUST
additional information
Shifts work may be required


Technical Support Lan Wan Ospf Vpn Qos Incident Management Ccip Eigrp Cisco Routers


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Located in Al Dhafra Region, Abu Dhabi, Nawah Energy Company is the leading nuclear operator, contributing to the UAE’s civil nuclear program. The company was founded in 2016 as a subsidiary of Emirates Nuclear Energy Corporation (ENEC). It is a result of the joint venture between ENEC and Kore a Electric Power Corporation (KEPCO). Nawah Energy Company ensures adherence to the highest international standards of safety, quality and security, while maintaining operational transparency. Nawah plans to generate 5,300 megawatts of low-carbon electricity from 2020, and meet around 1/4th of the total electricity requirements of the UAE, while improving the quality of life.

Nawah Energy Company aims to protect the UAE environment by reducing carbon dioxide emissions by 12 million tons annually. It is a multinational, multicultural and Emirati-led company, which provides a dynamic work environment to top national and international talent and offer them with opportunities to grow. The company looks out for qualified and dedicated professionals with the ability to perform well as per the business requirements. Offering competitive remunerations and a good word environment to cater to the dynamic requirements of the esteemed clients, Nawah Energy Company aims at building a multi-skilled workforce.

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