Enterprise Technical support Snr Manager for Vodafone

Vistas Global

Doha, Qatar

Ref: RP019-67

Job description / Role

Employment: Full Time

Enterprise Technical support Snr Manager for Vodafone Qatar

Supervise and Manage:
• E2E Enterprise Solutions (Mobile & Fixed) service assurance, incident management and Preventive maintenance,
• Enterprise Service & product performance monitoring,
• Enterprise product configuration management and on boarding of new Enterprise services / products,
• interface MS vendors from operations perspective
• Manage internal and outsourced teams and partners.

Key accountabilities and decision ownership:
• Accountable for E2E Enterprise Technical support Operations domains and assets covering:
• Incident and Problem Management
• Preventive Maintenance & health Checks
• Performance & Capacity Monitoring
• Configuration & Change Management

• Testing & Operational readiness
• Accountable for E2E Enterprise Live Services assurance towards Vodafone Customers, providing 2nd line support, respecting contractual SLAs and Group KPIs.
• Role covers both Fixed and Mobile Enterprise services
• Accountable for validation, approval and specific configuration management impacting Enterprise services as part of change management process.
• Accountable for 1st and 2nd line support for Enterprise customers
• Accountable for team development and structure.
• Accountable for both Vodafone Customers & Vendors SLA management with relation to Enterprise services.

Key performance indicators:
• Enterprise Services SLA
• Enterprise Customer satisfaction (NPS)

Requirements

• Bachelor’s or higher degree in Electronics and Communication or IT equivalent
• Fluent written and spoken English.

Core competencies, knowledge and experience:
• Minimum of 12 years experience in IP transport, Optical transport, Fixed access, and mobile technologies related to Enterprise services
• Project Management capable, result focused with good people management skills in diverse environment.
• Experience in Skills & Resources development.
• Good communication, presentation skills.
• Experience on Fixed and mobile telecom environment.

Budget owned:
• Supports OPEX budget build and OPEX saving initiatives. Owns Enterprise support related annual OPEX budget (range of 20m QAR)

Direct reports:
• Enterprise Support Engineers both for Fixed Enterprise solutions and specific Mobile Enterprise products

Dotted reports:
• Outsourced partners

About the Company

Vistas Global is a diversified group of businesses with interests in technology (Vistas Global WLL, Momenta WLL), human capital, media (Vistas Media ME-FZ LLC), digital, food & beverage (Nushi, Haagen Dazs, Caliburger, Kamats), engineering (Vistas Security, Vistas Engineering) and real estate.

The group was founded by Suraj Thampi, an entrepreneur who pioneered the business process outsourcing concept in the Middle East in 1998. Having successfully built and sold three companies previously, Vistas is now his fourth venture in the region. In a short period of time, Vistas has emerged as one of the largest professional service companies in the region, employing over 1,300 people across 5 continents, 8 Offices and 5 Time Zones.

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