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Job description / Role
As the Section Head- Service Delivery you will be responsible of the Installation & Support of business customers work order to deliver the desired services on fixed network over wire-line & wireless for data & voice and manage projects of major strategic business development projects,securing successful implementation within agreed SLA together with cross functional departments, contractors and partners.
You will be resposible of the installation of providers CPEs and router of new service delivery for fixed data and voice services, installation includes configure or reconfigure the provider CPEs and router, coordinating or liaising with Ooredoo Oman internal departments like, business sales, network planning, contractors and vendors to accomplish the installation successfully while insuring timely deliverables, onsite technical support for business customers and liaise with Ooredoo Oman Internal departments like NP or contractor or external customer that may require for any further troubleshooting for solving the customer issue, troubleshooting may include checking the provider CPEs and router configuration, ensuring that all records/documentation/Inventory is maintained, updated accordingly, ensuring that work orders are delivered, closed and handed over to OMC on time, ensuring that work is adhered prior to deploying/modifying Ooredoo Oman-network setup at the customer edge, coordinating with contractor for arranging ISP for customer premises.
Responsibilities shall also include the following:
- Inspecting and maintaining quality for each delivery at customer premises
- Responsible for end to end circuit/service delivery meeting TRA KPI
- Preparing and circulate TRA KPI reports to concern quarterly
- Responsible for maintaining SLA as per agreed level in signed order form
- Responsible for managing vendors, partners and report their KPIs to management
- Technical support to team members in field and liaise with the internal teams or external contractors for any further troubleshooting that may required for delivering the services
- Managing priority and critical projects to deliver on tight timeliness with periodic reporting to customer with MS project plan and update to concern B2B segment
- Ensuring that all services provided to the customers are recorded in internal DB
- Reporting any critical incidents or urgent requirements to upper management
- Ensuring all delivery documentation & CPE Inventory is maintained and updated accordingly in digital format like oracle
- Involving in developing project plans, designs for upcoming projects or implementations.
- Contributing in maintaining delivery of services in accordance to industry best practice and develop techniques that will sustain continual service improvement
- Maintaining an awareness of industry standards and sharing information with the section
- Working with other departments and colleagues to ensure effective working relationships across the organisation.
- Organising weekly update meetings with Network planning and B2B Sales.
- Supervising, support and develop associate.
- Responsible for monthly and quarterly team targets to be met / exceeded.
- Providing periodic reports on daily work order deliveries and issues and resolution.
- Scheduling weekly escalation meeting with internal and external stake holders.
Requirements
You should have a bachelor degree in IT or Telecom. , or related subject with 6 years working expereince in fixed services delivery at least 3 years of experience in telecommunication or IT industry.
Skills Required:
- Telecom Engineer has a strong knowledge of Telecom services
- Excellent knowledge in network operations (provisioning, & troubleshooting).
- Excellent Knowledge of GPON, xDSL, IP/MPLS, Leased Line, etc
- Excellent Knowledge of Ethernet, IP, Routing Protocols
- Excellent Knowledge of SIP, ISDN, and other voice protocols
- Excellent Knowledge of Wi-Fi , LTE & Wi-MAX
- Good MS Office skill
- Excellent problem solving skills
- Very good written and spoken English
- Good written and spoken Arabic is desirable
- Preferred to have certification in networking e.g. Cisco CCNA. CCNP
- Preferred to have certification in ITIL or equivalent
About the Company
Ooredoo, Omans customer friendly communications provider..
Ooredoo combines extensive global expertise and talented, caring people with a genuine understanding of Omani culture to offer you the highest levels of user-friendly technology and customer satisfaction.
Our Vision and Mission
At Ooredoo, we are committed to enhancing your daily life by making communication easier, more versatile and always a rewarding experience.
Our vision is to enrich the lives of people in Oman through better communication services. Furthermore, our mission is to be the communications provider and employer of choice in Oman.