Job Details:
Role Essence - Main Tasks/Responsibilities
Main Tasks
• Service responsibility for one or more services in the scope of IP / Data Product Group.
§ Development of customized and economic solutions in the field of Problem Management.
§ Recognition and triggering potentials in the process for improvement in terms of specific services to the LifeCycle Manager in Engineering.
§ Support of the Bid management in the professional preparation of tenders and new projects,
• Monitoring of projects (rollout, upgrade, etc.) related to the product groups located in the same scope and the participation in TAcc and FAcc.
• Conceptualize service monitoring, implementing this in the OSS / BSS Engineering and embedding this in the Standard Incident Management process.
• Developing workarounds specifically related to the service and embedding pilot phases.
• Technical evaluation of customers’ special solutions which are not within the scope of the dedicated team and the estimation of the required time needed for the necessary steps between the responsible Technical service Manager and the customer.
• Providing details that are technically substantiated for language regulations and background information in the context of Root Cause Analysis for to the customer.
• Office hours, if necessary on call duty.
Customers, suppliers and other
• Based on customer needs and in relation to the actual projects, he ensures the development of IP/Data Services .
• Will be consulted as an expert at review meetings with clients when necessary .
• Cooperation and coordination where necessary and handling escalations internally and with suppliers and partners as well.
Leadership and teamwork
· Work closely with the service experts of Consumer and Enterprise Back Office , the Enterprise Service Engineering and Fulfillment , and 2nd levels of the system and network management area .
Innovation and Change
· Participation in projects to further development and optimization of performance characteristics of the service portfolio of IP/Data area towards the Life Cycle Manager Enterprise Engineering and
· Identifying and addressing room for improvement with respect to the enterprise customer and service monitoring tool portfolio for all IP/Data products .
Communication
· Developed proactive , team-oriented communication and information behavior towards customers and colleagues.
· Negotiation skills on goal oriented base.
Position Requirements
Education / Experience
Personal / Social skills
· Successfully completion of studies in one of the following technical fields , such as Telecommunications, electronics, computer science combined with several years of professional experience ( > 3 years)
· Proven experience in project management and presentation skills
· Fluent in German and English, spoken and written
· ITIL v3 Foundation Certification
• Strong customer service orientation
• ability to make effective decisions based on a time plan.
• High flexibility and solution-oriented behavior, high level of commitment, responsibility and quality, as well as teamwork spirit and reliability.
• Easily understandable and appropriate phraseology
• Self-confident, convincing and serious demeanor towards customers, partners and internal interfaces (sales, engineering, etc.)
• Good grasp of abstract concepts and passion for conceptual and analytical thinking and working ...
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