Station Master
Qatar Rail
مجموع سنوات الخبرة :22 years, 1 أشهر
End to end Business Operations support for following modules of the CSGI Telecom Suite.
o SingleView, Interconnect, Optimal Routing/Route, Provisioning
• Ensure proper product maintenance and aspects of achieving are in place as per agreed service levels
• Act as a single point of contact for all critical systems under purview.
• Troubleshoot, investigate and escalate the system issues immediately.
• Analyze, evaluate and diagnose the technical problems and issues in the system.
• Build and maintain good relationships with customers when they encounter software/system issues & assisting them by providing pro-active plans, tasks to practice in order to minimize issues.
• Actively attend for the patch deployments and version upgrades. Providing support from the operational level and prepare the system for the deployments. Coordinate with the release/deployment and the client throughout the deployment phase.
• Escalate/Attend issues via Remedy ticket incident management system
• Train new recruits by shadowing, reverse shadowing until they are ready to deploy.
• Ensure process compliance to all applicable processes. (Change management, SLA management, Incident management, Access Management and all other processes as per prevailing process compliance matrix)
• Ensure all customer requests and billing operations are carried out without any user errors or operational delays.
• Monitor, Identify and solve problems/issues while working on complex activities that impact on-going operations.
• Documenting and reviewing technical documentation such as system operational guides, support manuals, technical reports and specifications, billing system functionality. Creating action plans for resolution of issues.
• Facilitate preparation of reports for monitoring, control and analysis for different business purposes.
• Lead a team of Station Agents and Customer Service Agents to deliver a safe, reliable, world class and customer focused station services;
• Deliver public announcements and ensure all train and station information is correct, clear and up to date;
•Deliver essential messages to passenger via audio or visual means in a timely and proactive manner to avoid confusion, frustration and anger;
• Responsible for the efficient and safe evacuation of station premises in the event of fire or other emergency situations;
• Crowd controlling in station
• Monitoring and controlling the direction of the fare gates in accordance with the flow of passengers and in the event of emergency situation
• Providing ticket sales, train services information and responding to passengers enquiries
• Assisting passengers with special accessibility needs;
• Managing and overseeing cash collection, management and reconciliation in the station when required.
• Complying fully with the procedures and instructions instructed as part of the certified training and instructions;
• Enforcing safety procedures and instructions and carry out necessary procedures to ensure the safety of members of the public and employees of the railway;
• Manage the resolution of incidents in alignment with the defined SLAs,
• Provide 1st level technical support on Business Applications (Oracle, SAP) & Provisioning (Comptel).
• Follow-up incidents resolution activities, involving the Service Manager for critical or high-priority issues to ensure that resolution is performed within SLA
• Provide user administration services to end-users (password resets, account management, user groups management)
• Monitor Team performance and activity
• Generate incident analysis reports via Remedy and submit to the Management (Daily/Weekly & Monthly).
• MIS report generation (Scheduled and adhoc)
• Attending for systems User Acceptance Tests (UAT’s)
• Develop, build up and coordinate relationships with other division as well as in the development and upgrade of Dialog’s service offerings.
• Co-ordination of billing system development activities in line with the related company business practices.
• Responsible for Tariff Management, Number Management and SIM management.
• Responsible/Contact point for department SLA’s