Location: USA
Start Date: ASAP
End Date: Jan 2012
Responsibilities:
• Acts as the primary interface in technical issues for customer during care phase operations and assists the Care Program Manager
• Deals with challenging technology areas (Multivendor (MV), Interoperability testing (IOT)
• Main responsibility areas; Technical leader for escalations in Care Operations phase Technical consultant and support for customer’s network performance and evolution
• Liaises closely with customer’s technical management to ensure close relationship and responsiveness to customer needs Manages technical escalations for technical requests, emergency cases and outages internally and towards customer
• Support customer’s network performance and evolution
• Monitors and acts to ensure network’s availability
• Monitors and leads customer care SLA fulfilment
• Contributes in creating needed service scope at Care Agreements Assists Care Program Manager in Care service delivery by establishing operating practices, creating and updating Care Schedule, reviewing activities ongoing at Care Team and substituting CPM during CPM absence
• Manages network SW and HW configuration information
• Acts as the prime technical interface towards customer, subcontractors and 3rd party suppliers as well as internally towards several organizations
• Monitors and reports customer’s live network performance
Requirements:
• Experience leading critical technical escalations in demanding customer environment
• Strong interworking with L3/R&D support, Customer Account Teams, local engineers, and most importantly customer engineering and management levels
• Coordinating actions and communications for critical issues impacting company and customer business
• Leadership ability and experience
• Developing teams for greater skill and performance
• Strong knowledge and experience in Technical Care Services and customer interface
• Excellent communication, management, and leadership skills
• Self motivated well-organized individual who can prioritize work and handle multiple tasks
• Ability to interact with a variety of people and work well with others in a fast paced environment
• Strong customer communication skills
• Ability to work and learn independently
• Willing to travel
Please email your CV to pjones@firstpointgroup.com
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