• Receives customer tickets from Service Monitoring & SLA, undertake cause analysis of customer tickets, solve tickets or reassign to relevant Technology Software teams where required, track and ensure the timely closure of tickets.
• Liaises with vendors when required to solve customer complaints.
• Executes the root cause analysis of trouble-tickets, systems and applications incidents and the development of initiatives to perform proactive maintenance.
• Undertakes services provisioning and configuration in close coordination with relevant Technology and Commercial BU teams.
• Continuously evaluates current processes/ procedures and proposes enhancements.
• Monitors and manages of own KPIs in order to meet defined targets, and manages timely reporting of KPIs to Performance Management.
• Provides L3 support for Call Center and Sales Channels by acting as focal point for Commercial Software related Complaints
• Analyses overall incidents and trouble ticket statistics at regular intervals (weekly, monthly), to identify trends/ patterns.
• Script development and debugging of Software Applications in close coordination with relevant technology and commercial teams
• Adherence to safety precautions by using properly the security tools and operations for SOC, in line with guidelines by security department
• Provide technical assistance to Service Monitoring team whenever required
• Monitor the performance of the Software platforms according to predefined thresholds and implement re-configurations to minimize performance degradations.
• Conduct maintenance routine schedules as per applications owner recommendations
Bachelor's Degree in Telecom or Software or Engineering
5 years' experience in a similar role.
Software development, networking technologies and Security platforms for delivering Centralized Software operations Services
Telecommunications OSS/BSS applications
Software languages, services development and tools such as : HTML, .NET, SQL/PLSQL, Oracle, Java, PHP, Python, shell script, Web services/API call, DDL , DML, RDBMS, SQL server, Oracle APEX, XML, WSDL, SOAP, UDDI, JDeveloper, SOA Suite on Linux, BPEL, Integration Adapters, Oracle Fusion Middleware, JNDI, JDBC.
Develop scripts for customization, integration and automation objectives
Starlink is part of the Ooredoo Group of companies established back in 2006. Starlink is the first retailer for mobile and accessories. Since then Starlink has branched out to become one of the largest outsource-managed services provider in multiple areas such as: IT, installations, maintenance and contact centers.