Engineer Carrier Contact Center
Fa-Ewnx-Saasfaprod1 Cx_1001 · Dubai, UAE
Important: After reviewing the key responsibilities and deciding to apply, you will need to complete an AI-based chat interview. This is part of the application process. The interview is not timed, but please complete it within a reasonable period so your application can move forward.
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.