| Job Location | Cairo, Egypt |
| Education | Bachelor's degree / higher diploma |
| Salary | $0 - $500 |
| Industry | IT Services |
| Functional Area | Not Mentioned |
Managing ticket workload across a number of customers, escalating issues where appropriate, and providing resolution to issuesLiaising with internal Customer Managers, Service Desk, Incident, and Problem Managers and Change Managers, whilst being involved in the management of major incidents and performance reportingTroubleshooting issues in the product (application and data), database server, web server (IIS), and networks, to minimize the risk of disruptionsCommunicating and escalating critical service failures through the Incident Management, Problem Management, and Senior Management teamsEnsuring reviews are fully documented and actions are raised and fulfilledBeing involved in changes to the service operation tools, processes, and working practices?Assisting in defining and meeting SLAs, OLAs, and maintenance, as well as updates of the service catalogAssisting in building up the Services Support Knowledgebase and promoting more 1st- line support resolution by the Global Service DeskUndertaking continuous improvement in the operationCoordinating with Product Development and Implementation teams to support product updatesSupporting updates to products and services in both test and live system environments, in compliance with defined proceduresCreating Microsoft SQL Server and Oracle Databases scripts to identify and correct data integrity issues in customers data?Identifying opportunities that can improve the efficiency of the business and technical processesIncluding all other duties as may arise from time to time and as may be assigned
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