Role Purpose

• Lead & deliver all enterprise customers implementations, engineers & technicians in building connectivity of fixed enterprise connections.
• Manage all the related services & aspects for Retail stores, Corporate APNs & Enterprise customers efficiently, cost effectively and in line with business plans.
• Supervise the enterprise customers Configuration, Deployments & Support Team from both [Technical & Behavioral] points of view.
• Prepare all [ Technical / Non-technical ] Trainings for the staff under his supervision.
• Configure & Deliver all Fixed Customers Connections of all types [ High Bandwidth TX, MW, WIMAX & Local loop].
• Ensure that all the team members [Engineers & Technicians] have the required technical knowledge and also have a very good communication skills to perform their jobs as per the company policy
• Contribute to all interdepartmental meetings belong to enterprise customers issues or plans
• Responsible for Interviewing new candidates

Key Accountabilities & Decision Ownership

Enterprise Customers’ Configuration & Implementation:

•    Manage the configuration of the new customer requests on all network nodes.
•    Manage the customers change requests for the existing connections which includes (upgrades / downgrades / Quality of service).
•    Manage the Configuration of different customers’ setups & scenarios.  
•    Provide Technical consultant for the customer’s configuration.
•    Provide APN and 3G configuration backup solutions.
•    Responsible to achieve the service level agreements toward the sales teams for new customers’ connections.
•    Ensure smooth and quality system/service handover from the projects by being the main driver of acceptance testing on behalf/and with the customers.
•    Manage escalations related to operational issues.
•    Ensure customer satisfaction at all contact points.

Technical Development 

•    Design required enterprise customer networks solutions.
•    Track industry changes and technologies. Propose new ideas and technologies to direct manager to meet enterprise customer’s needs.

Manage & Deliver customers Special Setup. (BT, chnia Telecom, etc...)

•    Managing the customer deployments by leading service delivery engineers / technicians handling the implementation tasks.
•    Implement and deliver all customer links local loop, 3G, and other medias that provided by design team.
•    Configure and test connectivity devices according to the setup design.
•    Handover all and enterprise connectivity to data and solution project management and I Care team.

Ensure smooth support and stable services delivery 
    
•    Troubleshoot users, Operating Systems and hardware problems.
•    Hardware replacements for customer and network.
•    Spare parts availability and HW tracking

Handling Internal/External customers’ Complaints/ Inquiries:

•    Manage and maintain good relations with internal/external customers.
•    Handle escalations of external customers and complex issues with suppliers.
•    Responsible for proposing solutions to situations that may affect service delivery to ensure that targets and deadlines are met.

Communication

• Present, explain and cascade technical/complex information using a variety of communication styles to team, senior and executive management.
• Reporting and escalation of any problems during implementation due TE or any stakeholders to upper-level management. 
• Communicant in cross function groups and committees as may be required to handle cross projects or issues.
• Cascade department plans, objectives and initiatives to team.
• Address concerns and facilitate two-way communication and feedback.

Effective Team Management

• Coach, monitor and motivate the team to achieve the company goals in the most effective and efficient of ways.
• Identification of talent and potential within the team.
• Technical training plans, development plans and other programs to empower the team.
• Ensure that technical training is aligned with Network strategy and technology advancement.
• Non-technical training plan aligned with personal development plan and identified strengths.
• Effective delegation of responsibilities.

Core Competencies, Knowledge, and Experience

• B.Sc. Degree in communication / electronics engineering
• Minimum 3-6 years of experience in Telecommunication Industry, preferably in an ISP environment.

Technical skills:

• BS in Electronics and Communication Engineering.
• 2-4 years’ experience in ISP or equivalent experience.
• Good knowledge of network design concepts, topology and restructuring techniques. 
• Solid background in IP Data network.

Personal skills:

• Effective people management.
• Interpersonal and organizational skills.
• Influencing skills.
• Decision making & strong negotiation skills.
• Working under pressure.

Special requirements:

• Analytical and interpersonal skills are essential; together with an ability to communicate effectively at all levels. 
• Good command of written and spoken English