L1 Network Security & Uc Technical Support Team

**About the role**:**Job Title**:CTS Team Leader**Role Purpose**:Support the team and the management on all aspects for team development and accordingly enhancing customer experience**Roles and Responsibilities**:- Share experience and knowledge within the team, providing day-to-day guidance and coaching- Act as the level 1 escalation point for the team- Support the team in ensuring work is managed with the appropriate priority and resources are allocated accordingly- Owns complex issues in the team and lead improvement plans accordingly- Lead the technical knowledge and skills enhancement & training plans with the support of the technical experts for the technical knowledge and skills- Engage in crisis management activities and post crisis reviews when needed- Responsible for leading the newcomers induction through the induction program with the support of the experts- Responsible for the team's knowledge management and its regular update- Responsible for new customers' and new services/offers handover to operation along with the experts within the team- Responsible with the management to monitor team performance in technical and non-technical aspects throughout the half and send reviews to the team monthly (Score Card)- Create, validate and update documents created to support the team- Attend regular meetings with the experts, management of the team, ESC management and other teams' stakeholders when needed- Perform regular analysis on the team KPIs, communicate them to team members and initiate ways to improve them- Preparing the roster of the team and perform changes during the month- Undertake tasks assigned by management**About you**:- **_Skills _**- Excellent communication, interpersonal, organizational and presentation skills- Good consulting, coaching and problem solving skills- Able to work efficiently and independently to meet deadlines- Able to understand complex customer infrastructure and good understanding of services offered- Ability to work under pressure and deal with multiple tasks**Additional information**:- **_Qualifications _**- Bachelor Degree in telecommunication engineering or computer science- Fluent in English (French is a plus)- Solid knowledge on the technologies supported by the team: Messaging and Security services (certificates are a plus)- Solid knowledge of the incident management procedures and specifically within OBS- Minimum of 1 year related work experience in customer technical support or similar organizations within telecom or IT industry**Department**:Customer Services & Operations**Contract**:Regular