ABOUT USWHAT WE DO | Our talented teams create tech that connects brands to people via meaningful content that impacts their lives in positive ways By understanding where the markets are going and where technology fits in; we use our knowledge to identify solutions that boost businesses and shift user experiencesWHY WE RE DIFFERENT | What makes us a leader in our industry, and different from other international digital tech companies, is our ability to tailor or custom create our offering to solve business challengesWHERE YOU FIT IN | We aim to build an inspiring organisation with an engaged and high performing culture We believe in possibilities We connect to the future Think unlimited digital potential, global reach, limitless content, unreal experiences, real connections now imagine the direct impact you could have in this landscape If you are eager to work in an inspiring, dynamic environment and collaborate with like-minded people, we want to hear from you!Overall PurposeThe Tech OPs Lead is the appointed responsible for Operations Support fuction which are entitled for alarm monitoring, classification, dispatching & incident triggering within Business Operations Organization at Mondia Egypt Tech Center towards Mondia Group global customersTech OPs Lead shall be function interface for his technical domain and ensure on daily basis that his function is being delivered within scope and secure that all the operational issues are properly handled whilst ensuring customer satisfactionResponsibilitiesResponsible for contributing to tools, process & communications relating to Technical support tasks and activitiesMain ActivitiesRegular monitoring on customers acquisitions and revenuesPlatform monitoring to make sure the overall echo system is up & running with the highest availability and reliability measures in addition to handle emergency alerts during shiftsEnsure that all live merchants and operators complaints, inquiries and issues are solved correctly and in a prompt and professional manner within SLAResponsible for problems troubleshooting, root cause analysis and hot fixing issues on productionSetting Business continuity management PlansReview all technical support related processes and documentation for continuous improvementInterprets raw data and turns it into information which can offer ways to improve a businessSupporting escalations during critical outagesHandle management escalation routines within own organizationDevelopanalyze and report on status of agreed operational performance indicatorsEffectively interface with internalexternal customers to resolve any conflicts or blocking issuesSupport function process identification, modifications & implementation trackingEvaluates and make pro-active recommendations for actions to improve processes as well as other services to provide efficiency in delivery of servicesPreparing Major Incident ReportsEnsure focus on improving customer perceptionEnsure Individual Performance Management is conducted for all personnel in line with organization directivesEnsures development plans for all staffEnsure the best practices are applied to daily deliveryAbout YouBachelor degree in Cumputer ScienceIT EngineeringAt least 5 years of experience in the IT Industry within integration operation support or service EnvironmentGood knowledge and understanding of Mobile network E2E GSM, WCDMA, Core, VAS and IPBBGood knowledge and understanding of ETOM, & ITIL FrameworkExcellent communication skillsCustomer Relationship Management skillsAbility to think quickly and calmly when working under pressureNetwork service performance focusedFocused on continuous improvement and increase effectiveness with knowledge and prior experienceDeep understanding of service providers operators business requirePriority setting to resolve conflicting goals with restricted resourcesResult oriented with good skills in leading and motivating people and conscious of responsibilityFlexible and responsive to changing work patterns and demandsA thorough and methodical approach to workHighly developed skills in interpersonal communicationHighly developed skills in knowledge sharing by actively contributing knowledge, experience, and skills to create a learning cultureDrive high performance culture in organizationExcellent knowledge in Micro Soft OfficeFluent in English
Eligibility:Bachelor of Science(Computers).
Industry:Media / Publishing / TV / Radio / Outdoor / Digital
Deadline:13th Aug 2025
Tech Ops Lead (Job Ref 1316)