Engineer Carrier Contact Center

About the role

The Engineer Carrier Contact Center will ensure continuous service availability and business continuity for du’s retail and network applications. Acting as the first point of contact for external technical issues, the role coordinates change management, monitors performance, and drives incident resolution across 24/7 service desks.

Key responsibilities

• Maintain SLA and KPI compliance for all support teams, preventing service disruptions.
• Serve as the primary contact for external IT/technology issues and international carrier cases.
• Coordinate international change management and keep escalation matrices up‑to‑date.
• Oversee day‑to‑day service desk operations, ensuring accurate incident documentation.
• Implement and sustain service management practices to improve process maturity.
• Monitor, analyse and report monthly and quarterly performance metrics, identifying trends and improvement areas.
• Handle escalations promptly to minimise operational impact.
• Plan shift rosters to guarantee 24/7 coverage and manage workload distribution.
• Communicate status updates and performance reports to stakeholders and act as liaison between users and support teams.
• Troubleshoot retail application issues such as POS errors, order syncing delays and transaction failures.

Required profile

• Strong attention to detail.
• Comprehensive understanding of network operations and service desk processes.
• Excellent communication skills for stakeholder interaction.
• Ability to follow and enforce SLA/KPI timelines.

Required skills