Join TAWAL as a TOC SupervisorAs a leader at TAWAL, you will manage all front office staff, ensuring the performance and quality of services meet our high standards and achieve all Key Performance Indicators (KPI) & Service Level Agreements (SLA). Your role is crucial in overseeing Operations and Maintenance (O&M) service restoration activities based on standard procedures and best practices.
Main Responsibilities:- Oversee shift staff performance related to Alarm Surveillance, Trouble Ticket Management, & Change Management for first-level service restoration.
- Ensure all tools are operational and promptly address any failures.
- Maintain operational performance according to contractual SLA and KPI with vendors and contractors.
- Escalate critical network problems in accordance with established processes.
- Collaborate with internal and external operations stakeholders.
- Ensure quality management in trouble ticket content and troubleshoot alarms and complaints.
- Facilitate effective shift handovers with all relevant information.
- Manage remote service corrective and preventive maintenance tasks.
- Adhere to all Front Office processes of TOC as directed by the Line Manager.
Minimum Qualifications:Bachelor’s degree in Business Administration, Electrical & Mechanical Engineering, or Telecommunication.
Experience Required:A minimum of 3 years of relevant experience.
Key Skills:- Strong teamwork and effective communication skills.
- Proficient problem-solving and results-oriented approach.
- Attention to detail and analytical skills.
- General management capabilities.