مهندس پشتیبانی خدمات تجاری سازمانی

Job Description

● To assist in monitoring the enterprise services to ensure it runs smoothly with acceptable KPI based on the agreed SLA. ● To liaise and follow up with Core PS, GiLAN, and TX/Access to ensure that the Enterprise services are operated according to the world's best practices under the supervision and responsibility of the mentioned teams. ● To interface across the company with enterprise business, customer relationship, marketing, networks, and ITS, to ensure enterprise services run correctly. ● To provide a comprehensive report for tracking and monitoring related cases ● To follow up closely and be active in related channel groups to push respective vendors and stakeholders to get the result ASAP. ● To monitor the Enterprise Business services KPIs applicable by provided monitoring devices. ● To execute E2E follow-up on technical issues related to Enterprise Business and wholesale sections for rectification ● To establish a relationship with EB, MKT, and CR team to ensure all customer queries are addressed based on SLA ● To escalate and follow up with responsible teams in case of any issues on the enterprise business services for rectification. ● To monitor the Service Level Agreements (SLA) as agreed on their managed services and customers side. ● To monitor day-to-day enterprise business services to escalate and close follow-up operational issues/failures/capacity of services. ● To collect and update the enterprise business service customers’ database and their service flow. ● To monitor the enterprise business services to improve this area's quality, availability, and measurement. ● To inform management for forecasting enterprise business services network utilization and dimensioning ● To participate in group initiatives/activities in enterprise business service. ● To be active in developing an automated and effective environment for enterprise business services. ● To analyze any impact on enterprise business services to identify the bottleneck and escalate them. ● To prepare reports regularly and comprehensively on the progress and activities of the Enterprise business service, and related matters.