Telecom Job Vacancy: Duty Manager :: UK

Location: UK 
Start Date: ASAP 
End Date: 8 weeks (possible extension)


Must be eligible to work in UK 


Job description:
• Primarily manage all aspects of incident management and communication during customer emergencies, acting as the SDM out of normal office hours 
• Engagement of First Line Support 
• Ensuring CS Emergency Handling Processes are adhered to 
• Adhere to the NWE CS Communication Plan in addition to any specific procedures relating to the customer 
• Act as SDM during the incident 
• Manage the Conference bridges, ensuring a professional conduct is always maintained 
• Emergency Action Plan Management 
• Remove all of the admin and non technical overhead from the first line engineers 
• Enabling them to concentrate on recovery 
• Ensure problem resolution is achieved in a timely and professional manner 
• Follow up any post Emergency issues with relevant teams through to completion 
• Monitor customer satisfaction and provide feedback to the CS management team 
• Work with other Duty Managers to meet the overall objectives of the group 
• Manage the daily work and any other ad hoc requests that come into the Duty Manager team 
• Identify, develop and follow-up Duty Manager team objectives within group objectives 
• Ensure work assigned to team members is undertaken effectively and according to defined processes to meet specification, quality and time 
• Actively take on specific responsibilities from the Management team and follow them through until completion 
• Assist in the establishment of new services 
• Assist SDM’s with operational issues


Requirements:
• Has more than 3 years Troubleshooting experience in a system support environment, with broad telecommunication networks knowledge 
• Educated to degree or equivalent level in relevant subject 
• Ability to cooperate with others, to lead and collaborate with others, to present information effectively, to listen and learn, etc 
• Excellent negotiation, conflict resolution and assertiveness skills 
• Excellent customer service skills necessary to handle diverse customer reactions, especially aggressive and/or disruptive, remaining calm and focused 
• Able to travel 
• Supervisory experience 
• BSc degree 
• Knowledge of quality systems 
• Knowledge of project management


Please email your CV to lnurse@firstpointgroup.com