Engineer Carrier Contact Center

Key Accountabilities

• Ensure SLA and KPI adherence across all support teams, focusing on eliminating service disruptions and maintaining business continuity and the availability of applications, retail systems, and network services.
• Act as a first point of contact for all the external technical issues (IT/Technology) for the company
• Assure proper coordination for international change management
• Full understanding of operations processes and SLA/KPIs timelines. 
• Ensure timely acknowledgement, updates and follow-up for all faults reported to or by Business partners and other departments.
• Assure always the availability of updated escalation matrixes to guarantee all resources are available and contactable. 
• Inform business units about network outages and impact on customers.
• Reviews trouble ticket resolutions for completeness and accuracy. 
• Daily follow up on pending RFO with assignee to close it within defined SLA
• Attention to details, full understanding of network, operational processes and good communication skills help fulfil the different responsibilities associated with this position. 
• Oversee day-to-day operations of all service desks, ensuring timely and effective resolution of incidents and service requests, with accurate and complete documentation
• Implement and maintain service management practices, driving process maturity and consistency in incident, request, and escalation handling.
• Monitor, analyze, and report on performance metrics (monthly and quarterly), identifying trends, improvement areas, and service anomalies.
• Handle escalations—to minimize operational impact and ensure swift issue resolution.
• Coordinate shift planning and roster scheduling to ensure 24/7 service desk coverage, while addressing workload distribution, team availability, and backup readiness.
• Communicate clearly with stakeholders, provide performance updates, and act as a liaison between users and support teams.
• Provide transparent updates to stakeholders on service performance, major incidents, and improvement plans.
• Oversee and coordinate daily activities, ensuring efficient first-level support, timely escalation, and high team performance aligned with business goals
• Serve as the first point of contact for all international carrier cases, delivering immediate support to reduce downtime and avoid disruption to sales operations.
• Troubleshoot and resolve retail application issues (e.g., POS software errors, order syncing delays, transaction failures) to ensure seamless checkout and customer experience.
• Escalate unresolved or systemic issues to L2 support while providing complete context and impact details directly affected.
• Ensure that all first-level resolutions are documented, tagged, and fed into the knowledge base for future reference and team learning.
• Provide shift-based coverage during peak hours, holidays, and promotional events to ensure high availability

Qualifications

• Bachelor degree in Telecommunications Engineering or Electronics and Communications Engineering or equivalent diploma in the same or related field of study.

Experience

• Minimum 3 years of experience working in related field in Telecom Industry
• Basic understanding of IP technologies.

Skills

• Fluent in written and verbal English.
• Very good command in using MS Office (Excel, Visio, Power point, Project).
• Experience in using trouble-ticketing systems 
• Self-motivated, team player and result-oriented
• Flexibility, multitasking, process oriented and conflict resolution skills
• Analytical, conceptual, initiative thinking.
• Ability to work under pressure and to be able to handle network crises and emergencies.
• Ability to express oneself clearly and concisely, both orally and in writing.