Join our Team
About this opportunity:
We are seeking a highly organized Front Office Shift Leader to coordinate and oversee the activities of the front office and its team members, ensuring network operation and MS delivery across all front office domains, as well as efficient front office workflow.
What you will do:
- Coordinate and manage the activities of front office team members engaged in checking network performance and hourly tasks done by the FO team.
- Organize and assign duties and tasks to front office team members.
- Monitor FO team members performance during the shift and make sure that all processes and operation procedures are running smoothly, and ensure duties are completed accurately, efficiently, and promptly.
- Handling any network incident across all FO domains in a smooth way and providing all needed reports to drive the incident troubleshooting.
- Handling any network outage crisis and providing a smart way of crisis handling based on the crisis type.
- Maintain all regular reports, SMSs, notifications, and escalations provided by FO team members on time and according to the formal process.
- Audit the network behavior regularly during the shift hours.
- Provide all network reports and all needed audit reports for network operations and team performance.
- Provide a development plan as a special project for a domain from FO domains and build end to end project.
- Establish front office team member work schedules monthly and arrange extra shifts for team members and allowances.
- Maintain attendance controller records and send them to the Human Resources department monthly.
- Evaluate the performance of front office team members and conduct verbal and written performance evaluations after 30 days, 90 days, and annually as needed.
- Assist with interviews. Conduct orientation and training on front office policies and procedures.
- Identify and recommend solutions to front office team members and office issues or problems.
- Ensure high-quality care for customers by reviewing and replying to concerns or requests and recommending corrective action as appropriate.
- Assist in disciplinary action as needed in conjunction with the Human Resources department. Document all disciplinary action.
- Provide all team members the assist in all strategic and development plans.
The skills you bring:
- Degree in Engineering (preferably Electronics, Computer Science, Telecommunications, or equivalent)
- 58 years experience in a telecommunications or network operations environment
- Strong understanding of mobile network architecture (2G/3G/4G/LTE, VoLTE, and 5G)
- Solid knowledge of core networks, IMS, and IP networks
- Familiarity with Network Management Systems (NMS)
- Good knowledge of routing and switching (CCNA/CCNP level)
- Programming/scripting skills are a plus
- Strong analytical and problem-solving skills to identify trends, patterns, and root causes of network issues
- Proficient computer skills and ability to use relevant software and tools
- Accuracy and attention to detail; ability to perform work accurately and thoroughly
- Ability to multitask and handle more than one task at the same time
- Ability to work under pressure and complete assigned tasks in stressful situations
- Flexibility to adapt to changing conditions, new software/tools, and work responsibilities
- Must be flexible to work a 24/7 rotational shift schedule (day/night/weekend shifts)
- Proven ability to deliver results and meet customer expectations
- Customer-service oriented: friendly, helpful, and responsive to network stakeholders
- Experience leading and supervising teams and effective stakeholder management
- Excellent verbal and written communication skills in English
- Team player with a positive, open-minded attitude and commitment to knowledge sharing
- Maintain confidentiality and comply with company policies, ethics, and values
- Commitment to creating a learning culture by sharing knowledge, experiences, and skills
Why join Ericsson
At Ericsson, youll have an outstanding opportunity. The chance to use your skills and imagination to push the boundaries of whats possible. To build solutions never seen before to some of the world's toughest problems. Youll be challenged, but you won't be alone. Youll be joining a team of diverse innovators, all driven to go beyond the status quo to craft what comes next.
What happens once you apply
Click Here to find all you need to know about what our typical hiring process looks like.
Encouraging a diverse and inclusive organization is core to our values at Ericsson, that's why we champion it in everything we do. We truly believe that by collaborating with people with different experiences we drive innovation, which is essential for our future growth. We encourage people from all backgrounds to apply and realize their full potential as part of our Ericsson team. Ericsson is proud to be an Equal Opportunity Employer. learn more.
Primary country and city: Egypt (EG) || Cairo
Req ID: 778971
