وظائف السعوديةوظائف مونستر السعودية
2nd Level Operations Engineer
Job Description
- Second level customer complaint resolution with in defined SLA and TT update.
- Liaising with third party vendors (like HP for hardware, Customer Support for application) for issue resolution either software or hardware.
- Monitoring performance, troubleshooting system problems and outages, scheduling upgrades and EPs after the FNI and collaborating with customer planning team.
- Liaising and ticket creation for 3rd level support cases and ensuring the resolution of problem within defined SLA.
- 24*7 availability and on-call duties.
- Fixing issues related to applications, handling escalated customer complains.
- Distribution /follow-up tasks between on-site team and offshore team.
- Attend Customer weekly Operational meetings, collect the action plan, review opened CSRs with customer.
- Follow-up on RA Cases, and customer complaints.
- Prepare the monthly roster.
- Attend any consultations raised by the team members whenever needed.
- Hands on experience of IN systems.
- Knowledge in IP and connectivity.
- Knowledge in GSM, GY , SY and CIP protocols and connectivity.
- Knowledge in IN/VAS systems and call flow from and to IN servers.
- Knowledge in IT system which are integrated with IN systems.
Job Details
Employment Types:
Part time
Industry:
Other
Function:
IT
Roles:
Other Pharma
