Problem Management Technician en MADRID, ES

Telefonica Business Solutions, a leading provider of a wide range of integrated communication solutions for the B2B market (Large Enterprise, SME, Multinational Corporations, Wholesale). Business Solutions develops an integrated, innovative and competitive portfolio for the B2B segment including digital solutions (m2m, Cloud, Security, e-Health or Digital Marketing) and telecommunication services (international voice, IP, bandwidth capacity, satellite services, mobility, integrated fixed, mobile, IT services and global solutions). Telefonica Business Solutions is a multicultural organization, working in over 40 countries and with service reach in over 170 countries.

Organization chart:

Mission:

Technical Analysis of incidence looking for RFOs and Action Plan. Define Improvement action plan and lead Problem management incidence until definitive solution.

Look for improvement into the service and customer performance.

Assure KPIs Objectives with structural action plans.

Functions and Task:

• Technical analysis and cerate technical reports and action plan.
• Problem management leadership until definitive solution.
• Presentation to end customer for Relevant Incidence Reports and improvement actions.
• Define technical workaround that can provide stability or service improvement.
• Lead Improvement projects into Operations.
• Identify services KPIs evolution and improvement action (vendor, configuration, procedures,…)
• Lead technical and improvement conversation with vendor, partners, every technical team involved in the service that can help in the process.
• Define preventives procedure.
• Create Script looking for reinforce the problem and preventive process.

REQUIRED SKILLS & KNOWLEDGE:

• Technical Knowledge (CCNP recommended, Juniper Certifications).
• 3 years in Operation Technical experience.
• ITIL Knowledge.
• Telefonica Processes (Incidence, Change, problem, …)
• Operational & Monitoring Tool Knowledge.
• Team Management experience (Technical Teams)
• Team work capabilities.
• Under pressure work tolerance.
• High level of English language (written and spoken).
• High level of Spanish language (written and spoken).
• Communications skills.
• Innovation skills.

Computing skills:

• Office User knowledge.