Fault Resolution Expert

1 week ago


Muscat, Muscat, Oman Optasia Full time
About Us
Optasia provides a versatile AI platform powering financial inclusion. Our integrated B2B2X financial technology platform covers scoring, financial decisioning, disbursement & collection. We deliver responsible financing decision-making and drive a superior business model & strong customer experience with presence in 30 Countries anchored by 7 Regional Offices.

We are seeking enthusiastic professionals to join our team as Onsite Service Operations Engineers. In this role, you will be responsible for the monitoring and restoration of the service related to the project(s) assigned to you. This is a technical position that requires a self-motivated engineer with a wide range of technical experience, the ability to communicate effectively, and expertise in resolving complex issues.

Your Responsibilities:
  • Serve as technical L1 & L2 escalation point for troubleshooting application, system, and network issues related to the Services provided by Optasia to the customer(s) projects assigned to you.
  • Take ownership of customer issues reported and see problems through to resolution within SLA target times.
  • Work on a stand-by basis outside of standard working hours to cooperate with counterparts when there is a need to address a system outage or degradation.
  • Collaborate with customer's and/or Optasia's internal technical teams to evaluate and solve technical problems, reducing the duration of customer impact and/or loss of services during major incidents and outages.
  • Follow standard procedures for proper escalation of unresolved issues to the appropriate MNO's and/or Optasia's teams.
  • Act as Optasia's local Single-Point-of-Contact for Service Operations-related matters and seek to accelerate progress.
  • Participate in technical meetings where Optasia's presence is required by MNO.
  • Log and update technical tickets properly in MNO's and/or Optasia's ticket logging system.


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