Act as 1st line Associate Manager for all E-SOC-Services Nodes (Charging – Online Charging – VAS – Messaging – Payments)
• Leading two First line teams (18 engineers) serving 5 domains (Charging – Online Charging – VAS – Messaging – Payments) as well as one back office team of 4 engineers.
• Ensuring all service alarms are escalated in a timely manner to Second line teams as well as proper testing for all related products and services.
• Ensuring that the team is solving individual and global complaints within the agreed SLA.
• Meeting regularly with Business and Customer Care to ensure smooth launch of new promotions/products as well as having a robust support model.
• Empowering customer care agents by giving them the necessary tools for First Call Resolution.
• Digitizing tasks by using automation and robotics to optimize efforts and speedup problems resolution.
• Service Owner for VAS Investigator system, making sure all new promos and troubleshooting are handled on it by developing the needed logic by the team, instead of opening SRs by CC.
• Bachelor's degree in Communication or equivalent experience.
• 7-10 years experience in similar field
• Application support or Software developing such as UNIX shell scripting basic experience is a plus
• OS such as UNIX , LINUX
• Database administration or SQL scripting experience
• Core competencies, knowledge and experience
• Dedication, sense of ownership, and ability to work within a team
• Innovative & creative thinking for new solutions, technologies and data protection
• The ability to work quickly, under pressure and to deadlines cross the function groups
• Eye for details and accuracy
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