Engineering Support Senior Supervisor

Roles & ResponsibilitiesBasic Purpose of the Role Supervise the Communication support Team in their duties and in the general execution of the day-to-day activities as well as monitors staff’s performance and coaches for improvement and development.Key ResponsibilitiesSupervise the Communication support in the performance of their duties and in the general execution of the day-to-day activities.Assist the Voice & Data Teams.Utilize the trouble ticketing system to reflect the status of all the pending/resolved complaints.Escalate unsolved problems according to the escalation procedures.Define routine checks and backups.Prepare regular reports regarding the PBX, infra structure and the data network performance.Responsible for the maintenance and upgrades of the NMSs (network management system).Send Incident Notification reports to different depts. before planned outage.On-call in case of emergency.Plan shift schedule.Review the opened trouble tickets and ensure that all requests are coordinated, monitored, logged, and resolved appropriatelyEnsure that the operation of the NOC meets customer SLA requirementsSystem enhancement, integration, analysis, design, etc.Receive inquiries from different teams regarding current or planned projects and takes appropriate action to resolve problems or plan for upgrades.Takes appropriate action to resolve problems or plan for upgrades upon inquiries Received from different teams regarding current or planned projects. Performance IndicatorsNew requests timely configuration and implementationSuccessful and on time troubleshooting of data networks problemsData network availability and reliabilityDocumentation & knowledge transfer to the new membersLong term solutions to faultsTimely inquires handling and response Specifications (Qualifications, Knowledge, Skills & Experience)Minimum Requirements (Must Have)QualificationsBachelor’s degree in communications and Electronics Department.Skills5 to 8 Years hands on experience on VOIP systems, UCCE, VG, CUBE or AVAYA, Genesys.Knowledge in VOIP, CIPT, IP Telephony, PBXs, ACD, Cloud Solutions, omni channel, AI, CCNA, CCNPLanguages: Very good English (oral/written)Preferably certified in Cisco , AVAYA, Genesys SQL and operating systems.Team management SkillsExperience5 - 8 years of experience as a data engineer.