Recovery Manager SMC EMEA Operations en Madrid

AREA DESCRIPTION

Service Management Center supporting telco services for Telefonica multinational customers

MISSION

Lead the Technical and attention team that manage the incidence, looking for reduce the service impact for end customer, incidence get solve into SLAs commitments and managed service are delivered with complete functionality and excellent quality.

MAIN DUTIES & RESPONSIBILITIES

• Lead the Incidence Management team reducing the service impact and solving into SLAs commitments.

• Lead the customer attention taking into account criticism, methodology that is needed for every type of service or customer.

• Define Operative improvements and economical efficiencies in the operative team under its responsibility to fulfill the KPIs and Economic objectives.

• Assure the correct execution of operative processes, correct tools management.

• Assure that technical knowledge is applied and is well managed.

• Technical knowledge and troubleshooting guides documentation.

• Lead transformation project into Operations.

• Lead “clima Laboral” improvement under its responsibility.

EDUCATION REQUIRED: Formacion tecnica superior

SPECIFIC SKILLS :

o Knowledge of International Services environment

o Team Management Skills and experience

o Operational & Monitoring Tool Knowledge.

o Team work capabilities.

o Under pressure work tolerance

o Flexible working hours (Availability for 24x7)

o Communications skills.

o Customer oriented profile.

o Negotiation Skills

TECHNICAL KNOWLEDGE:

o High Technical skill and knowledge: Networking (routing & switching), HCS, MM/M2M,…

o ITIL Knowledge

PROFESSIONAL EXPERIENCE:  More than 3 years of experience in similar positions

LANGUAGES: High level of English/Spanish language (written and spoken)

If you join Telefónica

You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.

Telefonica is committed to the new working ways. Under our proposition “Disconnect to Reconnect” we have applied the Digital Disconnection.

#WeAreInclusive

We strongly believe diverse and inclusive teams become more innovative and they achieve improved results. Telefonica aims to promote and guarantee a place for everyone, just the way we are: gender, age range, sexual orientation and/or identity, culture, creed, disability or any other personal condition.