Service Management Center supporting telco services for Telefonica multinational customers.MissionLead the Technical and attention team that manages the incidence, looking to reduce the service impact for end customers. Incidences are solved within SLA commitments, and managed services are delivered with complete functionality and excellent quality.Main Duties & ResponsibilitiesBe part of the team that will support any technical process to the Operation (incidences, delivery, etc.). This Advanced Technical team will support the activity 24x7.The goal of this team will be the leadership of incidences, providing technical support as needed, and drawing conclusions from issues to improve the technical knowledge of the team and troubleshooting templates.Customer Advanced Support is a team that proactively takes action in the incidence management process and works to fulfill the objectives of the Customer Operations Organization.Customer Advanced Support Team: Functions and Tasks:Monitor the performance of Operations for assigned Customers.Assure high technical knowledge of the services and networks in Telefonica to solve difficult diagnostics.Lead technical conversations with end customers.Receive Operations escalations and assist in troubleshooting.Support RCA for relevant Customer Service Impact.Lead communication with higher technical entities and technological providers if needed.Education RequiredSpecific SkillsKnowledge of International Services environment.Team Management Skills and experience.Operational & Monitoring Tool Knowledge.Teamwork capabilities.Under pressure work tolerance.Flexible working hours (Availability for 24x7).Customer-oriented profile.Negotiation Skills.Technical KnowledgeHigh technical skill and knowledge: Networking (routing & switching), SDWAN, HCS, MM / M2M, etc.High knowledge of routing protocols (BGP, ISIS, OSPF, etc.).High knowledge of communications (IP MPLS, Switching, etc.).High knowledge of level 2 protocols.Professional ExperienceMore than 7 years of experience in similar positions.Good understanding of Network Operations and Customer Service environments, including Service Level Agreements (SLA) and contractual obligations driven by the Service Level Agreement contracts.Demonstrated experience in the activities and functions described for at least one year within Telecommunications companies.Demonstrated experience in previous work in large companies with international and multicultural environments.Computer Engineering, Telecommunications or similar.MBA or master's degree in technical areas will be considered a plus.LanguagesHigh level of English / Spanish language (written and spoken).Global PerspectiveCustomer CentricTech SavvyManages ComplexityDrives Results#J-18808-Ljbffr