Network Service Operation Manager (high touch) - Poland (Krakow)

PL  ‐ Onsite
This project has been archived and is not accepting more applications.
Browse open projects on our job board.

Keywords

Description

Network Service Operation Manager (high touch) - Poland (Krakow)

Languages: ENGLISH (other like German, French, Italian, Spanish, Russian are desirable)

Skills and experience:

  • Initiative taker who has the ability to work outside of process.
  • Experience in a support environment.
  • Work with HTTS/TAC, Duty Managers and BU (Business Unit) Development Engineers (DEs) to review potential product or software defects and obtain fixes.
  • Has a technical and networking understanding, but primarily has the ability to leverage the technical expertise of others.
  • Leverages and contributes to Virtual Teams.
  • Independently coordinates and executes tasks.
  • Uses technical understanding to work with HTTS/TAC and BU DE to create a recommended solution, and to understand the business impact to the Customer.
  • Solid understanding of business processes and requirements in a support environment and in the customer's organisation.
  • Excellent written and verbal communication skills, across culture.
  • Ability to work successfully as a team member in a cross-functional Matrix environment.
  • Results driven and customer focus.
  • Thorough Microsoft Office skills ie Excel, Word, Powerpoint.
  • General understanding of networking technologies and services.
  • Typically requires a university degree or equivalent experience in a similar role.
  • 2+ years experience in a network engineering, customer service delivery or telecommunications support environment.
  • ITIL v3 Foundation and Service Operations are highly desirable.
  • CCNA/CCENT is desirable, but not essential.
  • Service Provider experience is highly desirable.

Description of work:

  • Supports delivery of High Touch Technical Support (HTTS) program to major accounts, or Global Technical Centre (TAC) where applicable.
  • Ensures follow-up and closure of critical problems with large strategic customers.
  • Uses standard tool to receive alerts and monitor status of new customer service requests (cases) pushing through to resolution.
  • Regularly interacts with customers and internal teams in a coordinated fashion to ensure problem resolution.
  • Maintains a good relationship with the customer during the course of the problem resolution process through the effective use of email, telephone, NetMeeting, video conferencing and other collaboration methods.
  • Co-ordinates root cause/operational analysis in conjunction with the High Touch Engineer (HTE).
  • Carries out reporting, SLA calculations and trending analysis.

Please send your CV to Naheed.

Contracts IT acts as an employment agency and employment business. No terminology in this advert is intended to discriminate on the grounds of age and applications from persons of any age will be accepted for this role.

Start date
ASAP
Duration
6 months + extensions
(extension possible)
From
Contracts IT Ltd
Published at
22.08.2012
Project ID:
409984
Contract type
Freelance
To apply to this project you must log in.
Register