Area Description
Service Management Center supporting telco services for Telefonica multinational customers.
Mission
Lead 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 & Responsibilities
Be 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 Required
* Technical Bachelor degree minimum.
Specific Skills
* Knowledge 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).
* Communication skills.
* Customer-oriented profile.
* Negotiation Skills.
Technical Knowledge
High 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 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 a plus.
Languages
High level of English/Spanish language (written and spoken).
Telefónica Competencies
* Global Perspective
* Cultivates Innovation
* Customer Centric
* Tech Savvy
* 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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