ICT Service Management TL For Telecommunication Company 

·         Responsible for the overall Service Level Agreement (SLA) 

·         Responsible for the overall Key Performance Indicators(KPI)

·         Monitor analysis & improve all  Service Level Agreement (SLA) 

·         Monitor analysis & improve all  Key Performance Indicators(KPI)) 

·         Definition of the Data Collection and Report, including data sourcing, collection method, frequency, report format, storage period and method, distribution list…etc

·         Develop procedure for data collection and reporting

·         Perform data collection regularly as defined

·         Generate the report regularly as defined & distribute the report according to the agreed distribution list

·         Manage FO team when on duty

·         First responsible for fault management of level1 and,L2 important outage

·         Follow with BO, FM, FLM managers

·         On time updating of FO manager about network status

·         Be sure all SMS updating of FO engineers are on time

·         Responsible person for checking all TT escalation

·         Send SMS on time and correct

·         Send update to related person according alarm level

·         Manage, Follow, Escalate CR Issue as Owner and send the list of CR to related team  and update the report for calling result

·         Check whether all engineers are present on the shift and no delay and inform FO manger for any case and Responsible for FO evaluation(partially)

·         Monitor the handover of FO , is it done and checked with both shift

·         Check daily  report sending on time and accurate

·         Exco report should be check daily in the server

Qualification Required:

·         4 Years University degree in technical field or equivalent experience

·         At least 4-6 years for Service management or related major in Telecom or IT environment

·         Ability to work off hours depending on Network outages and customer requests

·         Ability to work off hours depending on Network outages and customer requests

·         24x7 availability to support after office hours

·         Very good communication skill, Oral and written English.

Skills:

·         Ability to communicate with all levels within and outside the organization

·         Very good data analytical skills to handle operational  raw or operational tool data 

·         Expert MS office especially in XL ,word & PPT

·         Able to Customize report as per customer & internal requirement