Leading cross-functional technical support, the primary responsibility is to manage and enhance the operations of customer support teams across the Nordics & North Europe cluster clients. This involves ensuring that the teams' activities are in line with the company's/cluster strategic objectives and that both customer satisfaction and employee engagement are maintained at high levels which require active leadership in the development and implementation of service improvement projects that are strategically aligned with the company's long-term goals.I am involved in the enhancement of ITSM tools to streamline service management processes. Collaboration with the Customer Experience (CX) communities to refine customer listening and response programs, ensuring that customer’s feedback is effectively gathered and acted upon. Similarly, working closely with the Automation communities to drive the adoption of automation and new AI technologies, as well as to leverage business analytics for operational improvements.Responsibilities also include managing the Employee Experience program for a service operations team, aiming to foster a positive work environment and high levels of staff engagement.

•Team management: Managing a strategic customer service desk, leading a team of 25 skilled technical support engineers.•Customer Support Operational performance: Ensure team meets KPIs and achieves high customer satisfaction.•Performance review and appraisals: Conduct employee evaluations and reviews.•Employee Engagement: Maintain high levels of team motivation and engagement.•Learning & Development: Enhance staff skills to meet operational and customer demands.•Employee logistics and workforce management: annual leaves, recruitment, Trainings, payroll, attendance and shift patterns, etc..•Policy Adherence: Ensure compliance with company policies, processes, and procedures.•KPI Monitoring: Regularly review KPIs to meet operational and support goals.•Process Efficiency: streamline and Optimize incident management process •Escalation Management: Act as a point of contact for customer issue resolution.•Customer Service Excellence: Commit to excellent customer service and satisfaction.•Customer Satisfaction Strategy: Implement and review strategies for continuous service improvement.•Customer Representation: Attend customer meetings and service reviews as necessary.•Team Collaboration: Encourage teamwork and foster collaboration mindset.•Objective Setting: Define and communicate team objectives and goals.•Process Improvement Contribution: Aid in refining Service Operation procedures to increase efficiency.•Staff Retention Plans: Develop strategies to motivate staff and lower attrition.•Career Development Support: Help staff identify and pursue career paths through mentoring and guidance.

•Coordinate the execution of business activities as per contractual agreements throughout the contract lifecycle.•Maintain accountability for building and sustaining positive relationships with customers, managing expectations, and facilitating complete customer satisfaction.•Deliver consistent updates to customers through scheduled service reviews, including reports on service functionality and incident response statistics.•Proactively oversee service quality, anticipate potential challenges, and implement improvement plans.•Strategically identify and pursue up-selling opportunities to expand account services.

•Manage service desk for two global clients, overseeing a team of 19 employees.•Implement improvement plans to boost staff performance.•Establish and maintain strong customer relationships.•Achieve high customer satisfaction and loyalty.•Handle customer escalations and complaints effectively.•Maintain continuous team engagement and motivation.•Monitor and ensure achievement of company KPIs and targets.•Adhere to customer SLAs to avoid penalties.•Balance people management with business management tasks.•Involved in resource planning for current and new business ventures.•Oversee payroll, hiring, and administrative duties for the team.•Produce detailed reports on team status, workload, and achievements.•Work closely with executive management on business strategies.•Plan and coordinate team training and career development initiatives.

• Managing the high business impact incidents • Managing escalations and complaints from the customer.• Auditing the performance of the team members.• Assessing the team members skills and work on improving it.• Train the team on the existing solutions provided to the customer.• Responsible for the daily incident reports.• Responsible for the team’s score card and roster. • Provide guidelines to the team member to deliver an outstanding customer experience.• Assist the account team in preparation of incident root cause analysis.• Work with the account team to implement service improvement plans.• Improve the overall performance of the service desk.

• Shift leader for NXP semiconductors Service desk, Managing the hot issues during my shift and provide guideness to the team members.• Act as the first level of escalation during the shift.• Effectively communicate procedural and technical issues to customers in a fast paced and customer critical environment.• Perform troubleshooting, manage proactive & reactive Clarify tickets with the internal and external departments.• Monitoring the network performance (using the monitoring tools) to maintain the optimum performance.• Provide direct feedback regarding the escalated issues to the Customer Service Manager on daily base and to the account manager if necessary.• Supporting customers technical issues for the services provided by Orange Business Services (IPVPN, ATM, Metroethernet, DSL, Proxies, Firewalls, RACS and OCS )• Responsible for compiling a handover sheet.• Maintaining customer satisfaction.• Work on a 12 hours shift basis

Technical support Engineer • Supporting customers for all services provided by (LINK dot NET) Dialup, ISDN, ADSL, Mails, and Domains...etc….• Perform troubleshooting with customers and manage CRM tickets with the appropriate department to solve the problem.• Using troubleshooting tools (Ping, Telnet, NS-Lookup, Trace Route, Remote Access and Configuring DSL modems and routers).