Job description
Globitel is seeking an experienced and technically skilled Technical Lead to oversee and lead the technical support and operations for our operator solutions in Saudi Arabia. This role is crucial in ensuring the seamless operation of existing deployments and in driving the efficient and timely resolution of customer issues. The Technical Lead will also contribute to presales and solution design activities to support business growth within the Saudi market. The ideal candidate will possess strong technical expertise, experience in telecom solutions, and a proactive approach to managing client satisfaction.
Key Responsibilities
1. Technical Operations & Support
- Lead and oversee technical support activities for existing and newly deployed solutions, ensuring high service availability and reliability for mobile operators in Saudi Arabia.
- Manage and coordinate the technical team to promptly resolve customer issues, ensuring that service-level agreements (SLAs) are consistently met or exceeded.
- Conduct root cause analysis for recurring issues and implement effective preventive measures to enhance solution performance.
- Monitor system performance and proactively identify potential risks or issues, addressing them before they impact the client's operations.
- Develop and maintain detailed technical documentation, processes, and guidelines to facilitate efficient support and knowledge sharing within the technical team.
- Collaborate closely with clients technical teams to understand their operational challenges and provide tailored support solutions.
2. Presales & Solution Design
- Participate in presales activities, including technical presentations, solution demonstrations, and technical assessments.
- Work with sales and product teams to design and customize solutions that align with the specific needs of mobile operators in Saudi Arabia.
- Support solution architecture and design to ensure technical feasibility and alignment with client requirements and market demands.
- Identify opportunities for solution enhancement and communicate them to product development teams to drive continuous improvement.
Qualifications and Requirements
- Bachelor's degree in Telecommunications, Engineering, Computer Science, or a related field.
- 5+ years of experience in a technical leadership role within the telecommunications industry, with a focus on operator solutions.
- Proven experience in technical support and operations, with a strong track record of resolving customer issues in a timely manner.
- Strong understanding of telecom technologies and solutions, including roaming, VAS, fraud management, or network solutions.
- Excellent problem-solving skills and a proactive approach to managing technical challenges.
Experience in Hardware installation and rack assembly is a plus
Experience in scripting (PowerShell, java, python)
Experience in Windows Servers and Linux/Redhat Operating System
Experience in SQL Server or MySQL
Excellent communication skills in English and Arabic
