REGIONAL 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 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 as a plus

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

Cuando te unes a Telefónica

Te unes a casi 100 años de historia, un equipo de 106 nacionalidades presentes en más de 35 países. Te unes a un equipo que trabaja por conectar a las personas allá dónde estén, sin fronteras. Un equipo que está liderando la revolución digital con la ilusión del primer día en todos nuestros negocios, creando el mejor ecosistema digital para nuestros clientes: Red, IoT, Cloud, Ciberseguridad, Innovación etc. En Telefónica tienes todo lo que necesitas para crear la mejor versión de ti mismo. Necesitamos gente como tú que se sume a este gran reto, que quiera crear la Telefónica del mañana.

En Telefónica apostamos por las nuevas formas de trabajo y somos líderes en la implementación de la Desconexión Digital bajo el principio “Desconecta para Reconectar”.

Te unes a una compañía cuya actividad se rige por su código ético, Nuestros Principios de Negocio Responsable. Buscamos personas que se identifiquen con los mismos, que nos ayuden a tomar decisiones basadas en la integridad, el compromiso y la transparencia y que se comprometan con una gestión ética, promoviendo un desarrollo social y ambiental más justo y sostenible.

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