Available Opportunities
VAC8676 - Lead Technician
Field: Business Contract Type: Full Time - Permanent
Location: Qatar - Doha Closing date: 14-Jun-2022
About Us:

Ooredoo is a dynamic global Telecommunications player operating in 10 countries serving more than 138 million customers. Ooredoo Qatar employs approximately 1,600 people driving Ooredoo to be the number one choice for world-class communications services in Qatar, and it is a team that you can be part of
About the Business Unit:
Ooredoo’s Business BU is a critical part of the company’s first line customer facing activities for all Business Accounts and has a significant role to play in long term business value creation through product design, achievement of sales revenue, profit and customer satisfaction, as defined in the annual business plans. The department ensures that Ooredoo meets its customer experience targets and obligations in delivery of B2B services as per Ooredoo’s commercial commitments which are set out in customer contracts, SLA’s and by the telecoms regulator, avoiding any financial penalties but being accountable for any incurred. Undertake regular reviews of the Customer Satisfaction results in order to initiative improvements. The team leads and directs the Delivery and Assurance of the Customer Experience strategy to achieve Ooredoo’s long-term technical, strategic, cost containment / reduction and customer satisfaction goals.
About the role:

• Fault handling related all Major B2B Complex products including VPNs, Internet , Cloud, Security and SDWAN
• Follow the Ticket workflow till the resolution and closure.
• High level diagnosis and Root cause analysis for escalated cases.
• Awareness of Ooredoo’s business rules and regulations.
• Records & document maintenance activities, as per Ooredoo standards.
• Ensures Professional attitude towards customers to maintain high level of corporate respect.
• Compliancy to HSE regulations.
• Refers major work related technical problems to superiors. Keeps them informed of all major issues and seeks guidance as and when required
• Response to perform any other related duties as required.
• Provide periodic reports to superiors as and when required.
• Ensure all issues are reported timely and accurately. Ensure all issues are solved within permitted timeframe.
• Ensure service standards to maintain Ooredoo’s reputation and ensure customer satisfaction

To know more about the role profile; please click here
Minimum Experience, Essential Knowledge & Skills:
  • 3 years' experience in a similar role.
  • Experience in a technical Delivery environment preferably in the Telecommunications industry.
  • Experience in a technical Delivery environment preferably in the Telecommunications industry. In depth knowledge in all Telco Connectivity products and technologies including VPNs, Managed services, Cloud, Security & SDWAN
  • Experience in vendor, TAC and Supplier Management
  • ITIL Awareness
  • Excellent written and verbal communication skills with multiple levels of the organization, including peers of internal and external teams.
  • Knowledge of OSS and BSS Applications/Tools
  • Ability to understand complex business processes and technical environments
Minimum Entry Qualifications:

Bachelor's Degree in Business Administration or Marketing or Engineering

 

 
Note: you will be required to attach the following:
1. Resume / cv
2. CV