Job description

About the Role

This role exists to ensure the smooth and efficient operation of Operation team ad-hoc tasks and CS\ITSM ticketing system, a critical tool for customer support and internal flow automation. The support Operations Coordinator plays a vital role in maximizing the system's effectiveness by managing our outsourced support team, facilitating clear communication between internal Zain staff and the support team, and proactively identifying opportunities for system improvement. This ultimately contributes to Improved customer satisfaction, streamline internal processes and increased efficiency.

• Requirements & Analysis: Gather requirements, analyze feedback, collaborate on prioritization, and conduct UAT. Deliverable: System improvements aligned with user needs.

  
  

• Vendor Management: Audit vendor performance and negotiate service levels.

  
  

• Communication: Communicate system status such as incidents and changes, collaborate with teams, and facilitate meetings.

  
  

• Other Tasks: Perform any other duties related to the ticketing system, support operations, or departmental needs.

  
  

• BS in Computer Information System, Software Engineering, Computer Science or any related major.

  
  

• 0-1 years of experience is a plus.

  
  

• Communication (Written & Verbal)

  
  

• Organization & Time Management

  
  

• ITIL Basics is a plus

  
  

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or are deaf) and need us to make any adjustments, changes or do anything differently during the recruitment process, please let us know through the application form.