Job Purpose: 

Establish and maintain strategic relationships across business units, key executives, and subject matter experts in the context of Provisioning systems offered by CRM & Billing while leading the IT technical systems support operation of Provisioning. This includes ticket management, internal/external escalation, SLA management, vulnerability assessments and fixing, complex configuration management, complex deployments, monitoring dashboard implementation, RPA & analytics-based operation improvements. Running daily huddles and team meetings, clearing blockers, and sharing valuable expertise to resolve challenging customer inquiries. Ensure the customer experience of the Provisioning systems is consistently improved by working with cross-functional teams.

The Job:

• Ensure necessary actions are taken to identify all issues affecting Provisioning system performance in everyday operations.
• Advise, persuade, and negotiate on system problems or situations of a complex nature in Provisioning systems application platforms.
• Ensure compliance with service levels, processes, and standards defined for the Provisioning systems support.
• Ensure issues are tracked appropriately in the ticket management system.
• Liaise with internal and external partners and customers to support resolution of issues and concerns.
• Plan and coordinate complex resolutions and activities with team members and stakeholders both internal to Dialog and external vendors.
• Anticipate obstacles or problems and ensure timely steps are taken to minimize impact on intended results.
• Develop and maintain emergency plans to address unexpected uptime issues.
• In-depth knowledge of Provisioning systems business functionalities covering all SBU like Mobile and Fixed.
• Analyze common patterns of problems up to their root causes and persuade the development team for permanent resolutions.
• Analyze investigation requirements, evaluate data needs, formulate required system queries, and ensure data is released with the highest accuracy for law enforcement authorities.
• Implement accurate and uniform measures to analyze performance and trends of Provisioning systems.
• Provide subject matter expertise on Provisioning systems across IT and other organizational units as necessary to support business and enhancement rollouts.
• Provide functional guidance for developing AI and RPA-based scenarios to increase the efficiency of daily operations and streamline support operations functionalities.
• Develop and implement policies and procedures for the Provisioning Support and consistently assess and improve them.
• Ensure proper communication and training of implemented processes across the Provisioning support functions.
• Act as a liaison to various process owners and process specialists for continuous improvement to support the implementation of Provisioning Business Support Services functions.
• Effectively create and communicate Provisioning support schedules/plans to business stakeholders.
• Act as the main support technical liaison between business staff, service engineering, and support teams.
• Communicate up, down, and across reporting lines.
• Develop and maintain relationships with key external stakeholders at various business levels by attending meetings, using proactive communications, and taking control of situations.
• Draft and build presentations displaying the monthly status of the overall divisional view of the support services.
• Provide management updates regarding major incidents.
• Ownership of the team's service level agreements and reporting against this to the senior leadership team.
• Collaborate with Support Leads on creating monthly KPIs that will drive the team forward to provide best-in-class support.
• Collaborate with the Manager- CRM Operations on resource planning for the support teams.

The Person:

• Bachelor’s Degree in Business or IT.
• Provisioning systems functional expertise.
• 2 years’ experience in CRM and Provisioning systems domain and customer support experience in the telco domain.