Earthlinktele

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Identity & Access Management Administrator

Job Overview

Description

Job Summary:

This position is responsible for documenting and administering the IAM infrastructure. And Provide guidance regarding changes to the directory schema & also manage the IPA/AD environments in accordance with the company policies.

Job Duties:

  • Monitor the phone calls and ensure the calls conversations follow the company standards.
  • Monitor the ticket and ensure the ticket resolutions follow the company procedures.
  • Monitor the employees’ performance and submit reports for any deviations.
  • Report the mistakes in the tickets and call and employee performance.
  • Define and implement processes that ensure the timely generation of KPIs (Key Performance Indicators).
  • Develop own expertise by participating in on the job training programs and take part in special projects and assignments.
  • Monitor regularly reports and statistics related to tickets on the system, customer complaints, and incidents according to a well-defined and strict escalation procedure.
  • Conduct Calls Listen ins and system audits of all quality metrics to ensure quality controls are in place
  • Follow up on all issues requiring escalation in tickets system, customer complaints, and incidents
  • Write management/technical reports of Quality Assurance Issues.
  • Ensure a high level of customer satisfaction through closure of customer complaints by following-up
  • Document internal audits and other quality assurance activities deviations and submit management reports on regular intervals.
  • Develop, recommend and monitor corrective and preventive actions for all quality assurance Audit points assigned.

Requirements

Education :

Bachelor of Science in Computer/Telecom/Electrical Engineering or related.

Experience :

1-2 years’ experience in a technical Support Performance/Project/Quality Management role preferably in ISP Call Center, Data center or NOC Environment.

Knowledge:

  • Good Command of English and Arabic- Written and Spoken.
  • Good Command of Microsoft Office (MS Word, MS Excel, PowerPoint).
  • Excellent understanding in all Business Operations.
  • Must possess strong understanding of ISP networks and systems.

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