REGIONAL MANAGER CUSTOMER OPERATIONAL CENTER
Service Management Center supporting telco services for Telefonica multinational customers.
Mission
Lead the Technical and attention team that manages the incidents, aiming to reduce service impact for end customers. Incidents are solved within SLA commitments, and managed services are delivered with complete functionality and excellent quality.
Be part of a team that supports any technical process in Operations (incidents, delivery, etc.). This Advance Technical team will support activities 24x7.
The goal of this team will be to lead incidents when technical support is needed and draw conclusions from issues, seeking improvements in the technical knowledge of the team and troubleshooting templates.
Customer Advanced Support is a team that proactively takes action in the incident management process and works to fulfill the objectives of the Customer Operations Organization.
Customer Advanced Support Team: Functions and Tasks:
1. Monitor the performance of Operations for assigned customers.
2. Ensure high technical knowledge of the services and networks in Telefonica to solve difficult diagnostics.
3. Lead technical conversations with end customers.
4. Receive Operations escalations to assist in troubleshooting.
5. Support RCA for relevant Customer Service Impact.
6. Lead communication with higher technical entities and technological providers if needed.
Education Required
Specific Skills
1. Knowledge of International Services environment.
2. Team Management Skills and experience.
3. Operational & Monitoring Tool Knowledge.
4. Teamwork capabilities.
5. Ability to work under pressure.
6. Flexible working hours (Availability for 24x7).
7. Communication skills.
8. Customer-oriented profile.
9. Negotiation Skills.
Technical Knowledge
1. High technical skill and knowledge: Networking (routing & switching), SDWAN, HCS, MM/M2M, etc.
2. High knowledge of routing protocols (BGP, ISIS, OSPF, etc.).
3. High knowledge of communications (IP MPLS, Switching, etc.).
4. High knowledge of level 2 protocols.
Professional Experience
1. More than 7 years of experience in similar positions.
2. Good understanding of Network Operations and Customer Service environments, including Service Level Agreements (SLA) and contractual obligations driven by SLA contracts.
3. Demonstrated experience in the activities and functions described for at least one year within Telecommunications companies.
4. Demonstrated experience in previous work in large companies with international and multicultural environments.
5. Degree in Computer Engineering, Telecommunications, or similar.
6. MBA or master's degree in technical areas will be considered a plus.
Languages
High level of English/Spanish language (written and spoken).
Global Perspective
Customer Centric
Manages Complexity
Drives Results
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