ZAIN2583 - SOC Associate

About the role

This role exists to ensure the smooth and efficient operation of Operation team ad-hoc tasks and CS\ITSM ticketing system, a critical tool for customer support and internal flow automation. The support Operations Coordinator plays a vital role in maximizing the system's effectiveness by managing our outsourced support team, facilitating clear communication between internal Zain staff and the support team, and proactively identifying opportunities for system improvement. This ultimately contributes to Improved customer satisfaction, streamline internal processes and increased efficiency.

What you’ll do

• Requirements & Analysis: Gather requirements, analyze feedback, collaborate on prioritization, and conduct UAT. Deliverable: System improvements aligned with user needs.
• Vendor Management: Audit vendor performance and negotiate service levels.
• Communication: Communicate system status such as incidents and changes, collaborate with teams, and facilitate meetings.
• Other Tasks: Perform any other duties related to the ticketing system, support operations, or departmental needs.

What you’ll bring

• BS in Computer Information System, Software Engineering, Computer Science or any related major.
• 0-1 years of experience is a plus.
• Communication (Written & Verbal)
• Organization & Time Management
• ITIL Basics is a plus