Advanced Support SMC EMEA en Madrid

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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

Be part of team that will support at any technical process to the Operation (incidence, Deliver,…). This Advance Technical team will support the activity 24x7

The goal if this team will be the leadership of incidence if is needed tech support, and take conclusion of the issue looking for improvements in technical knowledge of the team and troubleshooting templates.

Customer Advanced Support is a team that proactively takes action in the incidence management process and work to fulfill the Objective of Customer Operations Organization.

Customer Advanced Support Team:  Functions and Task:

                Incidence responsibility.

• Define Troubleshooting scripts for Operations.
• Monitor the performance of Operations and identify proactively incidence that need an internal escalation.
• Assure high technical Knowledge of the services and Networks in Telefonica that assure the capabities to solve difficult diagnostics.
• Will lead technical conversation with end customers when needed.
• Receive Operations escalation in help in troubleshooting.
• Support RCA for relevant Customer Service Impact.
• Lead the communication with higher technical entities and technological provider if is needed.

                Customer Projects

• Accept the technical design for customer projects;
• Support the LCE (Life Cycle Engineers);
• Update the LLD (Low Level design) for delivered Projects;
• Attend key meeting with pre/post-sales;

                Training

• Provide operational training for N1/N2;
• Support the KDB.

                Documentation and processes continuous Update

• Internal Process Documentation. Continuous Improvement Action.
• Reporting process regarding customer’s incidents.
• Support the automation forums in order to efficiencies and quality improvements
• Define Automation procedures and recommendations.

EDUCATION REQUIRED

• Technical Bachelor degree minimum.

SPECIFIC SKILLS

• Knowledge of International Services environment
• Team Management Skills and experience
• Operational & Monitoring Tool Knowledge.
• Team work capabilities.
• Under pressure work tolerance
• Flexible working hours (Availability for 24x7)
• Communications skills.
• Customer oriented profile.
• Negotiation Skills

TECHNICAL KNOWLEDGE

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

• CCNP & CCIE certifications.
• High knowledge of routing protocols (BGP, ISIS, OSPF..).
• High knowledge of communications (IP MPLS, Switching, ..)
• High knowledge of level 2 protocols.

PROFESSIONAL EXPERIENCE

• More than 5 years of experience in similar positions

LANGUAGES

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

TELEFÓNICA COMPETENCIES

Global Perspective

Cultivates Innovation

Customer Centric

Tech Savvy / Destreza tecnológica

Manages Complexity

Drives Results

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.