INCIDENT MANAGER CUSTOMER OPERATIONAL CENTER

Area Description

Service Management Center supporting telco services for Telefonica multinational customers

Mission

Lead the Technical and attention team that manage the incidence, looking for reduce the service impact for end customer, incidence get solve into SLAs commitments and managed service are delivered with complete functionality and excellent quality

Main Duties & Responsabilities

Be part of team that will support at any technical process to the Operation (incidence, Deliver,…). This Advance Technical team will support the activity 24x7

The goal if this team will be the leadership of incidence if is needed tech support, and take conclusion of the issue looking for improvements in technical knowledge of the team and troubleshooting templates.

Customer Advanced Support is a team that proactively takes action in the incidence management process and work to fulfill the Objective of Customer Operations Organization.

Customer Advanced Support Team:  Functions and Task:

• Monitor the performance of Operations for Customers assigned.

• Assure high technical Knowledge of the services and Networks in Telefonica that assure the capabities to solve difficult diagnostics.

• Will lead technical conversation with end customers.

• Receive Operations escalation in help in troubleshooting.

• Support RCA for relevant Customer Service Impact.

• Lead the communication with higher technical entities and technological provider if is needed.

Education Required

• Technical Bachelor degree minimum.

Specific Skills

• Knowledge of International Services environment

• Team Management Skills and experience

• Operational & Monitoring Tool Knowledge.

• Team work capabilities.

• Under pressure work tolerance

• Flexible working hours (Availability for 24x7)

• Communications skills.

• Customer oriented profile.

• Negotiation Skills

Technical Knowledge

High Technical skill and knowledge: Networking (routing & switching), SDWAN, HCS, MM/M2M,…

• High knowledge of routing protocols (BGP, ISIS, OSPF..).

• High knowledge of communications (IP MPLS, Switching, ..)

• High knowledge of level 2 protocols.

Professional Experience

• More than 5 years of experience in similar positions

• 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

Languages

High level of English/Spanish language (written and spoken)

Telefónica Competencies

Global Perspective

Cultivates Innovation

Customer Centric

Tech Savvy / Destreza tecnológica

Manages Complexity

Drives Results

When you join Telefónica

You join almost 100 years of history, a team of 106 nationalities present in more than 35 countries. You join a team that works to connect people wherever they are, without borders. A team that is leading the digital revolution with the hope of the first day in all our businesses, creating the best digital ecosystem for our clients: Network, IoT, Cloud, Cybersecurity, Innovation, etc. At Telefónica you have everything you need to create the best version of yourself. We need people like you to join this great challenge, who want to create the Telefónica of tomorrow.

At Telefónica we are committed to new ways of working and are leaders in the implementation of Digital Disconnection under the principle “Disconnect to Reconnect”.

You join a company whose activity is governed by its ethical code, Our Responsible Business Principles. We are looking for people who identify with them, who help us make decisions based on integrity, commitment and transparency and who are committed to ethical management, promoting fairer and more sustainable social and environmental development.


#WeAreDiverse

We are convinced that diverse and inclusive teams are more innovative, transformative and achieve better results. For this reason, we promote and guarantee the inclusion of all people regardless of gender, age, sexual orientation and identity, culture, disability or any other personal condition.