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IT Network Specialist

1 open position

GRADE:

BAND: Senior Professionals & Professionals 

DEPARTMENT: Information Technology 

SUB-FUNCTION: Network 

LINE OF BUSINESS: Raya Customer Experience

REPORTING TO: Manager 


KEY RESPONSIBILITIES:

 Responsible for the implementation, maintenance, administration and integration of the corporate WAN, LAN and server architecture.

 Responsible for implementation and administration of network security hardware and software. 

 Enforcing the network security policy and complying with requirements of external security audits and recommendations. 

 Responsible about national and international providers for solving network connection issues. 

 Provide PRTG network performance report on weekly basis for all networking and security components. 

 Familiar with ACS, ISE, Prime, PRTG, Stealth Watch, ASA, Firepower and Fortigate. 

 Configure and maintaining Cisco Access controllers with Cisco Air Wireless devices plus Meraki Wireless solution. 

 Develop and instigated procedures for secure remote access, business continuity and disaster recovery. 

 Ensured the continuous availability of critical system functions at all times with 99 percent uptime SLA. 

 Identified and patched hundreds of security vulnerabilities in production servers and network hardware. 

 Minimized production power requirements and server/network loads on critical infrastructure.


KNOWLEDGE, SKILLS & PROFESSIONAL EXPERIENCE 

INTERPERSONAL SKILLS: Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity 

TECHNICAL SKILLS: Communication Skills – Critical thinking Skills – Analytical Skills – Coding Skills.

PROFESSIONAL EXPERIENCE:  

  1. 3-5 years of work experience. 
  2. CCNP R&S, CCNP Security is a must.
  3. ITIL Foundation is a must.

LANGUAGE SKILLS: 

Arabic: Proficient

English: Proficient

--Raya CX WL--

Hurghada Shared TL

1 open position

Grade: 8

Location: Hurghada

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: B1

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as first line of escalation 
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors / operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
  • Logs and acts on client’s requests 
  • Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
--Raya CX WL--

Shahid "Team Leader"

1 open position

Grade: 8

Location: MTZ

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B2

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as first line of escalation 
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors / operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
  • Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.


--Raya CX WL--

Watch IT - Team Leader

1 open position

Grade: 8

Location: Crystal Plaza 

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B1

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as first line of escalation 
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors / operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
  • Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.


--Raya CX WL--

Nissan - Team Leader

1 open position

grade: 8

Location: MTZ

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English  A2/B1 

Must have experience in Automotive.

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPIs are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as the first line of escalation 
  • Coordinates, as needed with all supporting functions to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors/operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase the Advisor's efficiency with required SLAs and occupancy targets 
  • Logs and acts on client’s requests 
  • Communicate to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested actions on time in accordance to the plan. 
  • Conduct process improvement opportunities on all assigned teams to maximize RCC efficiencies and quality in service delivery and provide value-added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to showing progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.
Remote

Senior Planner - Keeta

1 open position

Grade: 8

Location: MTZ

Department: Operational Support

Reporting to:   Supervisor

Interpersonal Skills:   Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity

Technical Skills:   Analytical – Computer

Job Responsibilities

  • Manages operations staffing plans for potential and existing projects. 
  • Structures historical data to build a forecasting database. 
  • Forecasts arrival volume and patterns based on historical data and future updates 
  • Schedules the staff to meet the SLA with the maximum proper occupancy. 
  • Organizing Team Leaders' schedules to manage attendance and meet any faced escalations, In addition to Account Managers in occasions only.
  • Coordinates with all concerned parties to collect any required data for understanding the call volume curve. 
  • Measures forecasting and scheduling accuracy. 
  • Creates reports and dashboards on historical data and forecasting results from applicable systems. 
  • Creates integrated data base tracking tools for staffing shrinkage pattern (Vacation, Sick, training, attrition etc.) 
  • Maintain holiday pattern forecasts to ensure effective coverage for holidays. 
  • Provide analysis and recommendations to improve staffing levels and efficiency.
  • Analyze reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness. 
  • Generate daily, weekly, monthly and annual forecast and reforecast when necessary. 
  • Report hiring and attrition impact in short term and long term forecast. 
  • Develop schedules that effectively deliver staffing levels that consistently achieve service level commitments.
  • Provide proactive solutions that support the call center management and workforce management for continuous improvement. 
  • Schedule Training rooms utilization. 
  • Plan & manage offline activities. 
  • Perform other related tasks


--Raya CX WL--

Offshore Team Leader

1 open position

Grade: 8

Location: Crystal Plaza

Department: Operations

Reporting to:  Account Manager

Interpersonal Skills:  Result Orientation - Building Network - Customer Centricity - Coaching & Mentoring 

Technical Skills:  QA Focus - Operational Awareness - Coaching and Mentoring

Language Needed: English B1 - B2

Job Responsibilities

  • Supervises/manages activities and performance of the Account Advisors 
  • Handles Account Advisors needed for on-job training and coaching 
  • Monitors transactions to ensure that QA standards are met 
  • Ensures the Advisor’s KPI’s are met (daily/weekly/monthly) 
  • Manages difficult calls by acting as first line of escalation 
  • Coordinates, as needed with all supporting function to eliminate any problems affecting the operations 
  • Adheres to all schedules (Advisors / operations / Monitoring) 
  • Carries out annual performance assessment of team members (Account Advisors and Senior Account Advisors) 
  • Monitors incoming call queue (Real Time Display) and performance metrics to optimize efficiency and maintain even distribution 
  • Coordinates daily with the Work Force to ensure that the over-and under-rules are properly employed to increase Advisors efficiency with required SLA’s and occupancy targets 
  • Logs and acts on client’s requests  Communicates to Work Force any changes to schedules or Work Force levels on needed schedule changes
  • Ensures that end-user privacy policies are properly implemented 
  • Ensures that Team members adhere to RCC policies 
  • Adhere to the monitoring plan which is shared by the quality team and perform all suggested action on time in accordance to the plan. 
  • Conduct process improvement opportunity on all assigned teams in order to maximize RCC efficiencies and quality in service delivery and provide value added to clients. 
  • Intensively oversee separated AP on the outliers and bottom quartile and commit to show progress regarding the failed area and take the correct action according to the company policies. 
  • Ensure the NDA [Non-Disclosure Agreement] is completely running with no fail.


--Raya CX WL--

Sales Lead

Grade: 11

Interpersonal Skills: Result Orientation - Operational Awareness - Building Networks - Coaching & Mentoring - Customer Centricity
Technical Skills: CRM & Sales Pipeline Management - Proposal & Contract Management - Sales Reporting & Analysis

Responsibilities:

  • Execute annual sales/business plan including planning annual revenue stream, identifying market opportunities, conducting prospecting and lead generation activities (LinkedIn, networking, cold outreach, and referrals) to support business growth.
  • Manages the monthly and annual revenue stream and prepare performance reports for executive management, ensuring forecast accuracy, pipeline reporting, and maintaining CRM hygiene with updated sales records.
  • Manages the complete sales cycle (opening, presentation, proposal submission, contract submission and follow up), including RFP/RFQ management and cross-functional coordination with Solutions, Operations, Finance, and Legal teams during bidding, contracting, and implementation phases.
  • Manages the sales accounts in terms of monthly payments, customer relationship, extra services, periodic meetings & accounts planning.
  • Builds new and existing accounts relationships while monitoring market trends and competitor activities to identify opportunities and strengthen client engagement.
  • Ensures that the required revenue stream (monthly, quarterly, and annual) is generated.
  • Conducts internal and external project kick off meetings.
  • Ensures that invoices are issued as per standard.
  • Generate new business opportunities, manage the sales pipeline, and work towards achieving the assigned revenue and growth targets.
Remote
About us

We are a team of passionate people whose goal is to improve everyone's life through disruptive products. We build great products to solve your business problems.