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.
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 of 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.
Functions and Task:
o Define Troubleshooting scripts for Operations.
o Monitor the performance of Operations and identify proactively incidence that need an internal escalation.
o Assure high technical Knowledge of the services and Networks in Telefonica that assure the capabities to solve difficult diagnostics.
o Will lead technical conversation with end customers when needed.
o Receive Operations escalation in help in troubleshooting.
o Support RCA for relevant Customer Service Impact.
o Lead the communication with higher technical entities and technological provider if is needed.
o Accept the technical design for customer projects,
o Support the LCE (Life Circle Engineers),
o Update the LLD (Low Level design) for delivered Projects,
o Attend key meeting with pre/post-sales,
o Provide operational training for N1/N2.
o Support the KDB.
o Internal Process Documentation. Continuous Improvement Action.
o Reporting process regarding customer’s incidents.
o Support the automation forums in order to efficiencies and quality improvements
o Define Automation procedures and recommendations.
Nature of the Problem & Challenges:
• Be part of the team Customer Advances Operation. This team is formed by 8 internal resources that execute the activity 24x7.
• Responsible of the Technical Activity for every process in Operations.
Engineer's degree or similar.
o Communications skills.
o Team work capabilities.
o Under pressure work tolerance
o Flexible working hours (Availability for 24x7)
o CCNP and/or JNCIP certifications is a diferencial
o SDWAN knowledge
o Wan-to-Cloud Knowledge
o ITIL Knowledge
o Change management process experience.
o Operational & Monitoring Tool Knowledge.
o More than 5 years in technical environment for VPN / IP Services
o High level of English language (written and spoken).
o High level of Spanish language (written and spoken).
Job Segment: Telecom, Telecommunications, Cisco, Change Management, Network, Technology, Management
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