Generation Z, Service Operation Center

14 hours ago

Manama, Manama, Bahrain Zain Bahrain Full time
ZAIN1706 - Generation Z, Service Operation Center (SOC) Trainee

Division: Technology

Location: [Insert Location]

Closing Date: 01-Aug-2025

About Zain

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:

Job Purpose

To ensure the overall health of the network and the soundness of offered services by actively monitoring all network elements, handling incidents, compiling statistics and reports, and acting as the first line of technical support for all network-related issues and customer complaints.

Main Responsibilities and Duties
  1. Monitor alarms and handle incidents, ensuring proper incident reporting.
  2. Handle customer complaints, including reassigning, troubleshooting, and resolution.
  3. Verify and report on business and technical statistics.
  4. Perform test procedures, analyze results, and isolate service problems.
  5. Assist skilled teams in restoring services whenever possible.
  6. Create and follow up on trouble tickets with OLOs, interconnect partners, and international carriers.
  7. Conduct preventive maintenance, including regular checks and backups.
  8. Develop new processes to address gaps and coordinate between departments.
  9. Conduct awareness workshops on change processes and compliance.
  10. Manage change control processes, ensuring integrity and proper closure of change activities.
  11. Maintain a history log of all events.
  12. Perform other related duties as assigned.
Skills and Knowledge
  • Effective communication skills, including active listening and sharing relevant information.
  • Ability to accurately identify customer requirements and proactively ensure customer satisfaction.
  • Teamwork and cooperation skills to work towards mutually beneficial solutions.
  • Emotional intelligence to recognize and manage one's own feelings and those of others.
  • Willingness and ability to learn and stay updated with new technologies and systems.
Qualifications and Experience

Bachelor's degree in Electrical Engineering, Computer Science, or Telecommunications.

0-2 years' experience is a plus.

About Application Process

If you meet the criteria and are enthusiastic about the role, we welcome your application. To complete your application, please prepare the following documents:

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