Operation & Maintenance Service Analyst

Job Purpose

The role holder is responsible for managing and scheduling all services provided by the O&M team for the All STC and Subsidiaries sites. The role holder shall carry out his duties in accordance with the stipulated business policies and procedures.

Job Responsibility

1. Participates in the development and implementation of the Management General Directorate plans, in line with the corporate objectives.
2. Directs and manages the O&M Command Center mandates, providing leadership and facilitating work processes in order to achieve high performance standards.
3. Ensures compliance with organizational policies, procedures and quality standards in the Command Centre and Operations Section for Building O&M services.
4. Analyzes & develops annual, semi-annual, quarterly work plans for managing O&M Command Center in All STC and Subsidiaries sites for the organization in line with STC’s overall direction and strategy.
5. Cooperates with concerned technical enablement team to ensure digitalization of services provided by Command Centre Operations.
6. Manages and schedules all services provided by O&M team for the All STC and Subsidiaries sites.
7. Ensures all customer O&M services requests (EM/civil complaints and new requests) received by Command Center and Operations Section for the STC and Subsidiaries sites are distributed to relevant sections and addressed within specified service delivery times.
8. Ensures all complaints and new requests are logged in and dispatches all complaints to the contractors.
9. Supports in defining specifications of F&F Operations contracts for the STC and Subsidiaries.
10. Receives general kingdom-wide customer service requests and distributes to involved sections and ensures periodic follow-up to close the ticket.
11. Ensures meeting customer satisfaction for all F&F services provided in all STC and subsidiaries sites.
12. Monitors customer satisfaction of O&M services provided by O&M department and takes corrective action plans if needed.
13. Ensures minimization of issues, zero downtime, and continuous service availability as required for O&M services to achieve customer satisfaction.
14. Reports routine issues including receiving complaints from customers and follows up to close the issue.
15. Ensures updating of O&M Department data and provides all kinds of reports related to all kinds of services.

Years Of Experience
0 - 2 Years of Experience

Nature Of Experience
Prior experience in execution and management of operations and maintenance services

Job Band
Vocational

Skills

1. Sound organizational skills
2. Knowledge of Building Management systems
3. Knowledge of control room safety and security systems/process automation systems
4. Strong planning and scheduling skills
5. Persuasion and negotiation skills
6. Strong knowledge and understanding of STC business processes
7. Knowledge of internal and external procurement processes
8. Basic knowledge of the capabilities of all relevant technological applications

Education
Bachelor Degree in Engineering or Business Administration

Additional Education
Certifications
Relevant certifications in Civil Engineering such as Civil Engineering Certification (CEC) – American Society of Civil Engineers (ASCE)
Relevant certifications in O&M Services such as Maintenance Management Professional (MMP)