JOB DESCRIPTION

Roles and Responsibilties: • End-to-End Service management team activities as well as assessing the commercial impact of service interface changes. • Ensure contributions to Post Incident Reviews are provided for major incidents and are fully documented within the Problem management system and that root cause and any remedial actions are identified and tracked through to completion within agreed timescales. • You will need to be pro-active with a desire to operate within a service transition environment and have a good understanding of ITIL. • Be the specific point of contact for IT Operations, service management. Work with key accounts to solve service issues & problems end to end. • Work pro-actively to improve the overall customer experience. • This is a business facing role so you will be working with internal business units with Qatar (e.g. customer care, Products, networks, Billing etc.) and external partners. • You will also be responsible for initiating, defining and implementing all the necessary activities, processes, reports etc. to be able to meet or exceed customer Key Performance Indicators on the service. • To ensure that the level of service provided to all internal and external customers meet performance requirements, the Service Manager will maintain relationships with suppliers of technology/service and internal Product and Process Owners / Managers. Apply if you have the following: • Minimum of 8 years of experience. • IT Infrastructure operational experience: Unix, Linux, Windows, HP/EMC storage solutions, VMware, HP cloud, Oracle Database • Knowledge of OSS & telecom IT architecture • BSS (CRM/BRM/ASAP/AIA/UIM) • Oracle Service Bus / API GW • Relevant Degree