Your day to day :
To identify, log and track escalations andmanage them through to resolution. Point of contact as part of the ITILIncident management process and root cause analysis for the ITIL ProblemManagement Process.
The main activities will include but notbe limited to : escalation acknowledgment and logging, the identification of theactions needed to solve them, regular updates and communication and root causeanalysis of the underlying causes.
With these activities you will have a greatimpact on our business :
Undertake feasibility checks and design activity to validatesolution delivery
Recommend innovative, optimum solutions that provide a short termresolution as well as a long term permanent solution.
Develop optimum solutions to resolve complex customer requirementsand produce appropriate solution documents
Ensure E2E solution incl. ability to resolve solutions inlifecycle (moves, changes, e.g. capacity increases)
Develop solution concept for final approval and execution byresponsible departments
Coordinate escalations and take full responsibility for thesuccess of technical components of international delivery projects, deliveringa differentiated customer experience
With these skills you are a great candidate :
Demonstrated experience in managingescalations, preferably gained in a large enterprise, multi-country andmulti-product environment
Excellent communication and interpersonal skills confidenceand professionalism both in working with multinational project teams and managementonvarious levels of the organisation, from technical audiences to senior management
Excellent English skills : Level B2(Goethe-Institute) or equivalent certification
Sound understanding of best practice in methodology,Telco business processes and frameworks (eTOM and ITIL) used to deliverycomplex solutions
Sounds like the perfect job? We’ve got even more to offer :
Work from Home You can get to work remotely fromanywhere you choose!
You get to work with tried and trustedweb-technology
Getting in on the ground floor of an technologychanging company
Thefuture is exciting.Ready?