Employment:

Full Time

The Company: Fast Telco Subsidiary of Ooredoo The Role: Provide superior customer service by handling and resolving technical customer complaints / issues that have been escalated to them by the Customer Care Inbound team, FT Hotline, by management, by Retail Store staff, by Sales and dealers, Provide 1st level support and technical assistance for incoming queries and issues related to B2C FT customers. Key Accountabilities & Activities: – Handle and resolve customer complaints and technical problems experienced by customers across the range of Company products and services, by efficiently following set procedures and maintaining a high level of excellent customer service. – Receive calls from the 121 Hotline from Retail Stores and dealers. – Handle and resolve customer complaints and technical problems across the range of Company products and services, experienced by customers who have been directed to the F2F Help Desk from Retail Store staff. – Handle and resolve complaints by visiting customer premises and performing trouble shooting activities and collect payments where applicable. – Respond to email complaints, information for promotions, invitations and other key events from Retail Stores, dealers, other departments within Ooredoo and direct from customers. – Receive Trouble Ticket requests through the Call Centre, through the F2F Help Desk, and from the Sales Support team. Handle payment transactions – from customers who wish to pay their bills and top up credit on mobile phone. – Describe and escalate problems through the Customer Care systems. – Investigate complaints through the various relevant internal systems and applications (BSCS/CRM/ Fintech service, MPOS, VAD and others) – Liaise between Technology and the customer when an issue needs to be escalated for investigation and resolution. – Providing training for BSCS, CRM, WMNET provision for new and existing Retail Store, Customer Care and Sales staff. – Gather customer information from various areas within the Company, such as Technology, Call Monitoring, and Finance etc.) as required and investigate the facts, under supervision from the Team Leader, when there is a customer complaint and/or a legal issue concerning customers and the Customer’s Call Centre services and liaise with the Legal Department accordingly. – Follow up on escalated TT’s with other departments like tech, finance, marketing, sales, CC. – Provide efficient support for B2C customers over the phone with to first call resolution KPI. – Escalate non-resolved cases to concerned departments as per Interaction Center procedures. – Follow-up on progress of complaints settlement with departments involved, and ensure regular information is shared with customers. – Identify and escalate situations requiring urgent attention to shift leader or supervisor. – Get the customer confirmation before closing any trouble ticket and provide proper conclusion on remedy system. – Adhere to Interaction Center KPIs and defined service levels sat on employee yearly objectives Respond to email messages for customers seeking help and contact them if required – Step-by-Step configuration for customer devices. – Troubleshooting customer last mile and access equipment related to DSL and GPON subscriptions. – Troubleshooting Wi-Fi issues of customers CPEs. – Ensure customers subscribed speeds are matching service subscription defined in Company CRM. – Execute additional configuration as per customer request within customer subscription bundle and eligibility. Detect and report issues that appear to impact large numbers of customers in early stages. – Complete daily reports, that reflects the number and type of received complains. – Act as a source for technical assistant and as a reference for other team members when needed. – Prepare various reports daily and as required including the Reconciliation Report (Daily income payment report), Agent Daily Activity Performance Report and Investigation Report and make recommendations as part of the CIP. Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise. – Other duties as directed by supervisor or other superiors.

Requirements: – 2-3 years of experience required based on progression ladder – Network Experience covering basic routing and switching knowledge. – Experience with Wi-Fi networks configuration and Troubleshooting. – Proficiency in both English and Arabic languages. – Knowledge and experience of customer service practices and call Center processes – Fresh graduated or have relevant experience. – A+ , MCSE , CCNA certificate (Preferred)Experience with DSL media troubleshooting and configuration. – Experience with GPON media troubleshooting and configuration Qualification:- Diploma/Bachelor degree in computer science, engineering or a related field. Note: you will be required to attach the following: 1. Resume / cv

We are a leading international communications company delivering mobile, fixed, broadband internet, and corporate managed services tailored to the needs of consumers and businesses across markets in the Middle East, North Africa and Southeast Asia. As a community-focused company, we are guided by our vision of enriching peoples lives and our belief that we can stimulate human growth by leveraging communications to help people achieve their full potential.

Formerly known as Qtel Group, we have a customer base of 92.9 million and reported revenues of USD 9.3 billion in 2012. More

Employment: Full Time

• Cyber Security Specialist to run our security monitoring operations with the following skill-set to be considered.• Good knowledge on dealing with SIEM and Cyber threat investigations.• Good understating of security controls logs and events life cycle.• Good understand on vulnerability scanning and reporting.

• University Qualifications: Bachelor Degree in IT / IT Security / CS or related in relevant discipline• Nature and length of previous experience: Should have 1-2 years of hands-on experience as SOC analyst.• Specialist knowledge: Cyber Security / SOC / SIEM and Cyber threat / vulnerability scanning and reporting.• Language Fluency: English, Arabic• Current Location: Saudi Arabia

Saudi Networkers is one of the largest consultancies providing services to ICT, Oil & Energy, Technology, Engineering, Banking, Finance and Healthcare arena across Middle East & Africa, covered by teams, specialized in their assigned industry sector.
Saudi Networkers founded in 2001 and has excelled ever since in providing cost effective solutions to the biggest multinational companies in MEA region with very high standards of quality whilst adhering business ethics and meeting our clients expectations.
Today, SNS Group is one of the leading consultancies, with more than 1700+ employees worldwide, ISO 9001:2008 certified and is highly regarded. More

Employment: Full Time

Reviewing claims on complex projects and where necessary prepare and review forensic time and cost analysis based on whether the claim is for delay/disruption/acceleration and determine the entitlement to Contractor/Consultant specifically relating to the events.Working with projects teams, which include cost managers, planners, contracts and technical team, to collate the appropriate information in the assessment of claims/counter claims.Responsible for choosing appropriate methods for time and cost analysis of claims.Responsible for providing advice to the team, review of identification & evaluation of time and cost and contractual impact of Contrator’s/Consultant’s delay events including non/poor performance and concurrency.Preparation of presentations to management/client in order to update the status of Claims & advise the strategies on way forward.Provide assistance & advice in the management of known current and future potential claims and disputes.Development, implementation of dispute avoidance advice and strategiesDevelops strategies to resolve and manage complex claims on major contracts to effectively meet organizational goals and clients objectives.Ability to interact with the client legal, external lawyers and external Experts in a professional, courteous and tactful manner.Use initiative, independent judgment and management skills within established procedural guidelines.

BSc Degree in Engineering, Quantity Surveying or BA in Law, or similar discipline and preferably an MBA or MSC (preferably in construction law), with extensive site experience, plus chartered membership of the Royal Institution of Chartered Surveyors (RICS) and/or Chartered Institute of Arbitrators (CIArb) or the Chartered Institute of Building (CIOB), or directly equivalent national institution,Minimum 20 years’ experience in planning, contract, cost and claims management activities and responsibilities of projects related to contractors and engineering consultancy services with extensive claims and dispute resolution experience.10 years’ experience in leading the claims and dispute management function in an organization.7 years’ of Middle East experience

Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems. More

Employment:

Full Time

– Cloud experience is mandatory – Must have Presales experience, Services experience or service management, – Must have Oracle Technical project management experience in consulting Advanced Customer Support (ACS) is a business unit within Oracle that establishes long-term service relationships with many of Oracle’s largest customers. ACS Service Solution Architects are focussed on supporting ACS’s continued growth in leading edge, large scale and complex service requirements for Oracle cloud, on-premises and hybrid engagements. ACS Service Solution Architects have a proven track record in successful delivery of IT services for mission critical environments in major organisations. In addition to a specialisation in the area of cloud, they possess extensive, broad-based expertise in the area of mission critical production operations, support and managed services. They have proven experience in industry standard service management and project management best practices. In addition to extensive broad based experience of IT services and technologies, each individual Service Solution Architect has deep expertise in specific services & technology areas, and acts as the subject-matter lead in those areas within the team. All ACS Service Solution Architects have extremely strong customer facing presentation and interaction skills, are capable of engaging at senior management and C-level, articulating service and technology solutions in terms of business value and risk. SCOPE: – Location: Riyadh, Saudi Arabia – Geographic area of responsibility: Middle East and Africa (MEA) – Reports to: MEA Services Solutions Architect Director – Languages: Fluent spoken and written English and Arabic language capability required – Customer facing – Has no direct reports, but often leads and/or guides the activities of virtual teams to build service solution propositions for customers – Works with multiple customers across all sectors/countries in the ACS MEA region, in collaboration with Oracle ACS and Oracle cross-line-of-business (xLoB) teams – Works on services related opportunities across the entire lifecycle of all Oracle cloud and on-premises products. ACS opportunities typically involve extensive Oracle xLoB collaboration, and require the ACS Service Solution Architect to work within xLoB teams covering Oracle product and services requirements across design, deployment, migration, operations/management and support – Works with the local ACS Sales and xLoB teams to: – Identify, build and win leading edge/large scale services opportunities across existing and new Oracle ACS customers – Build and articulate compelling ACS service solutions for each opportunity that address identified customer business needs – Ensure the service requirements, risks and costs associated with each ACS service proposition are fully understood and addressed – Provide subject matter expert input into contract and commercial documentation and negotiation – Assist in closing opportunities in a timely fashion – Assist ACS to achieve its growth targets and strategic initiatives – Work with appropriate Oracle Partners, i.e. resellers, SIs, partners, and alliances RESPONSBILITIES: – To identify, foster and define Oracle ACS services solutions for specific customer opportunities and assist in the sale alongside the local ACS team consisting of sales representative, ACS pre-sales and ACS delivery – Work with the customer, ACS management and the xLoB account teams to: – Understand the customer’s business and IT strategic requirements and identify large scale ACS opportunities to assist the customer achieve its strategic goals – Gather and assess customer needs, both business and technical and translates these into ACS service solutions – Build and lead virtual teams associated with these large scale opportunities – Effectively communicate with customer to CxO level – Build customer loyalty through achieving a trusted advisor relationship – Work proactively to build and leverage an effective and extensive network across Oracle xLoBs – be seen, respected and in demand across Oracle as a high value asset and an SME in service solutions – Collaborate effectively internally and externally to ensure effective service solution design and development – Drive compelling proposals, presentations, and other customer and internal communications and discussions during opportunities – Drive service solution costing & pricing associated with specific opportunities and ensure that service solutions proposed are appropriately shaped to meet the commercial and contracting requirement of Oracle – Effectively communicate and articulate the details of the service components in a proposed customer solution – Demonstrate a strong understanding of the services competitive marketplace to anticipate and plan for competitive threats – Work with disparate groups including, but not limited to, sales, delivery, customers, risk management, business development, contracts, product management – Work with ACS delivery to ensure a smooth transition from sales to delivery – Navigate Oracle internal tools and processes to effectively participate and enable ACS sales – Produce appropriate and timely opportunity reporting/tracking information for ACS management – Transfers knowledge to other participant roles on the deal, account teams, delivery and across the ACS Service Solution Architect community

Experience: This is a senior role. ACS Service Solution Architects at this level typically have 20+ years of experience in relevant IT services, across a wide range of technologies and customer sectors. A typical experience profile for successful individuals in this role would include most if not all of the following: – 15+ years of IT services, including significant direct experience in services roles within multiple external IT services providers – Broad understanding of typical enterprise applications and IT infrastructures including public and on-premises cloud, including but not limited to Oracle technologies – Extensive experience of working in a services presales role within an IT services provider – Extensive experience in IT services, service operations and service management, including managed services/outsourcing – Large scale IT project and programme management, including major transformation, migration and solution deployment projects – Commercial and contract management, including construction of TCO analyses and pricing for complex service offers – Sales and complex deal negotiation – Architecting, implementing and delivering complex service solutions for large scale, mission critical IT environments – Consulting and trusted-advisor roles to C-level within major customer organisations in relation to IT services – Proven ability to construct and deliver compelling presentations and propositions to C-level and large audiences – Driving large scale IT services bids

Oracle offers an integrated array of applications, databases, servers, storage, and cloud technologies to empower modern business. For most companies, flexibility is critical. Oracle provides a wide choice of software, systems, and cloud deployment models – including public, on-premises, and hybrid clouds – to ensure that technology flexes to the unique needs of a business.

Oracle Cloud is a complete, integrated stack of platform, infrastructure, and application services. With advanced scalability and security, Oracle Cloud enables technical agility across the enterprise, connects people to information for clearer insights, and fosters efficiency through simplified workflows.

More than 420,000 customers across 145 countries have harnessed Oracle technology to accelerate their digital transformation. More

Employment: Full Time

Project Translator (Arabic/English) – To be based in LebanonGlobal professional services firm, widely regarded as a leader in business strategy consulting and who has a truly international reach, has a superb opportunity for an experienced Translator. This is a project role and candidates must be based in Lebanon. Core competencies must cover excellent Arabic and English translation, editing and communication skills, both written and verbal, working knowledge of business language and thinking in English and Arabic.We are looking for candidates with experience in English – Arabic translation, in particular regarding business-related presentations, proposals and texts with topics such as market studies, business strategy, company organization, human resources, bid and tender documentation and project reporting. The candidate must also have excellent PowerPoint ability and be able to present complex English – Arabic translations directly in MS PowerPoint documents. Ideally, this experience has been gained in a corporate business environment and / or professional services firm.

Candidates must be able to perform successfully and produce accurate results in a fast-paced, intellectually intense, client-oriented environment. Candidates must be pragmatic, high- energy professionals who have the personal and professional self-confidence to handle the stress involved in performing a role such as this and possess the highest levels of integrity. They must have the raw intelligence and interpersonal skills to build relationships throughout a structured international organization, be politically and culturally aware and support the firm’s efforts to continue their regional and global growth.Areas of responsibility include translation and editing business and legal and documents clearly and accurately with the highest quality. Written translations of a variety of documents from English to Arabic (60%) and Arabic to English (40%) within tight deadlines; attending client meetings with the case team when necessary to discuss translation projects and answer questions; attending client meetings to provide interpretation services when required; learning and developing new skills i.e CAT Tools (computer-aided translation) and communicating with external translation companies regarding outsourced work.At least three years of translation experience (Arabic / English) within a professional services firm/fast turnaround environment would be advantageous coupled with a Bachelor’s Degree in Linguistics and/or Translation Certification. Distinct communication and team working skills, pragmatism, open-mindedness, and flexibility are required.

Irwin & Dow was established by two highly experienced recruitment professionals, Tracey Irwin and Jocelyn Dow. We provide a refreshing approach by working in close partnership with clients and candidates within the Business Support, Secretarial, HR & Finance sectors.
Good staff are key to every business. We recognise and appreciate this, having over thirty years combined recruitment and executive search experience within the region.
Our main aim is to provide a specialist service to clients preferring to work with a bespoke consultancy.
Our values of discretion and diplomacy are paramount and our ultimate goal is to become a partner of choice for all our clients and candidates. More