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2nd Level Operations Engineer

Saudi Arabia

Job ID SNS-0439

Posted On
(1305 days ago)

Job type


  • Second level customer complaint resolution with in defined SLA and TT update.
  • Liaising with third party vendors (like HP for hardware, Customer Support for application) for issue resolution either software or hardware.
  • Monitoring performance, troubleshooting system problems and outages, scheduling upgrades and EPs after the FNI and collaborating with customer planning team.
  • Liaising and ticket creation for 3rd level support cases and ensuring the resolution of problem within defined SLA.
  • 24*7 availability and on-call duties.
  • Fixing issues related to applications, handling escalated customer complains.
  • Distribution /follow-up tasks between on-site team and offshore team.
  • Attend Customer weekly Operational meetings, collect the action plan, review opened CSRs with customer.
  • Follow-up on RA Cases, and customer complaints.
  • Prepare the monthly roster.
  • Attend any consultations raised by the team members whenever needed.
  • Hands on experience of IN systems.
  • Knowledge in IP and connectivity.
  • Knowledge in GSM, GY , SY and CIP protocols and connectivity.
  • Knowledge in IN/VAS systems and call flow from and to IN servers.
  • Knowledge in IT system which are integrated with IN systems.
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