SOC Associate

Zain; Manama; Presencial; BHD 6000 - 9000; Jornada completa

Descripción de la vacante

Zain Bahrain is seeking an Operations Coordinator to ensure the smooth operation of the CS/ITSM ticketing system and related support processes. You will coordinate with the outsourced support team and internal staff to maximize system effectiveness and user satisfaction.

The role requires a BS in a related field and 0–1 years of experience. Strong organizational skills and familiarity with ITIL basics are a plus, with the ability to manage multiple tasks in a fast-paced environment.

Formación

• BS in Computer Information System, Software Engineering, Computer Science or related major.
• 0-1 years of experience in operations or IT service management.
• Strong organizational skills and ability to manage multiple tasks.

Responsabilidades

• Gather requirements, analyze feedback, and conduct UAT.
• Audit vendor performance and negotiate service levels.
• Communicate system status, incidents, and changes across teams.
• Perform other duties related to the ticketing system and support operations.

Conocimientos

Organization & Time Management

ITIL Basics

Educación

BS in Computer Information System, Software Engineering, Computer Science or any related major

Descripción del empleo

Zain is the pioneer of mobile telecommunications in the Middle East. We began life in 1983 in Kuwait as the region’s first mobile operator, and since the initiation of our expansion strategy in 2003, we have expanded rapidly. Read more here: https://zain.com/en/about-us/overview

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 We Need From You

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.

Qualifications and Education

BS in Computer Information System, Software Engineering, Computer Science or any related major.

0-1 years of experience is a plus.

Skills and Knowledge

Organization & Time Management

ITIL Basics is a plus

Inclusivity statement

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or are deaf) and need us to make any adjustments, changes or do anything differently during the recruitment process, please let us know through the application form.