Head of Esim Support

Main Purpose of the Role

The Head of eSIM support is to be integrated into the Operations group where it will be responsible for ensuring the best first level of support of Incident Management, by coordinating the Technical Support team and ensuring SLA’s are measured and achieved.
The Head of eSIM support will strive to create and maintain an environment where high performers are nurtured and retained.

Key Responsibilities

• Plan, direct and oversee eSIM Support team and ensure alignment between business goals and functional objectives, managing the relationship with all relevant teams to ensure that the Customer expectations are met, along with mandatory services.
• Responsible for the Shift Roster that supports the team’s 24x7 operation and to assure that all responsibilities within the shift are well distributed and achieved.
• Responsible for receiving, analyzing, transforming and sharing team metrics and KPIs.
• Responsible for receiving, analyzing, ensuring SLA’s are meet and ensure that necessary resources are available to allow this to happen.
• Continuous Service Improvement - Analyse existing service and support patterns and proactively derive plans and actions for improving performance, reliability and user experience, through the analysis of the previous KPI’s.
• Improve and maintain elevated levels of service availability. Identify, prevent and resolve major issues diligently, allowing the operational processes to kick in as close as possible to the event and minimizing the impact in service by reducing their duration, through a fast detection and trigger to the rest of the organization.
• Oversee all technical documentation produced by Technical Support engineers for the tasks and processes supported by the team.
• Engage regularly with the Engineering/Product teams to ensure new products/features are gasped by the eSIM Support team.
• Responsible to supply technical feedback and guidance to the Technical Support tier, ensuring quality routines and proper feedback.
• Instill a mindset of relentless will to learn and improve, contributing and challenging the organization for innovation and automation, by feeding information to other operational teams, of the required tools to enhance the BAU activities, with focus on quality. faster mitigation, data consistency, etc...

Requirements:
Required skills

• Able to work independently, with minimum supervision with strong analytical capabilities with customer-focused mindset.
• Solid background working with Technology and IT systems.
• Excellent interpersonal skills with internal interfaces, management and team members.
• Working proficiency in English and great ability to communicate clearly and concisely.
• Willing to contribute with his knowledge and Skillsets to the enhancement of the organization.

Supporting skills
- Skilled in trouble ticket or work order systems.

Personal qualities

• Team player, able to work in the multi-cultural environment.
• Detail conscious, highly organised and methodical with a strong work ethic.
• Comfortable in a fast-paced, intense and demanding environment.
• Innovative and inspiring.
• Awesome to be around with.

Experience

• 5+ years as an operational engineer in a demanding technology-driven environment.
• Computer Science or Telecommunications engineering degree or equivalent experience.
• MNO experience and eSIM knowledge highly valuable.