L1 Network Security & Uc Technical Support Team Leader
Cairo, Egypt
Job Description
About the role
Job Title: CTS Team Leader Role Purpose: Support the team and the management on all aspects for team development and accordingly enhancing customer experience Roles and Responsibilities:
- Share experience and knowledge within the team, providing day-to-day guidance and coaching
- Act as the level 1 escalation point for the team
- Support the team in ensuring work is managed with the appropriate priority and resources are allocated accordingly
- Owns complex issues in the team and lead improvement plans accordingly
- Lead the technical knowledge and skills enhancement & training plans with the support of the technical experts for the technical knowledge and skills
- Engage in crisis management activities and post crisis reviews when needed
- Responsible for leading the newcomers induction through the induction program with the support of the experts
- Responsible for the team’s knowledge management and its regular update
- Responsible for new customers’ and new services/offers handover to operation along with the experts within the team
- Responsible with the management to monitor team performance in technical and non-technical aspects throughout the half and send reviews to the team monthly (Score Card)
- Create, validate and update documents created to support the team
- Attend regular meetings with the experts, management of the team, ESC management and other teams’ stakeholders when needed
- Perform regular analysis on the team KPIs, communicate them to team members and initiate ways to improve them
- Preparing the roster of the team and perform changes during the month
- Undertake tasks assigned by management
About you
- Skills
- Excellent communication, interpersonal, organizational and presentation skills
- Good consulting, coaching and problem solving skills
- Able to work efficiently and independently to meet deadlines
- Able to understand complex customer infrastructure and good understanding of services offered
- Ability to work under pressure and deal with multiple tasks
Additional information
- Qualifications
- Bachelor Degree in telecommunication engineering or computer science
- Fluent in English (French is a plus)
- Solid knowledge on the technologies supported by the team: Messaging and Security services (certificates are a plus)
- Solid knowledge of the incident management procedures and specifically within OBS
- Minimum of 1 year related work experience in customer technical support or similar organizations within telecom or IT industry
Department
Customer Services & OperationsContract
Regular
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Job Detail
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Job IdJD1444182
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationCairo, Egypt
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EducationNot mentioned