The purpose of the position is to ensure end to end accountability of Major Incidents within the Managed Services business.
This incident maybe across any of the managed services technologies.
The role will ensure that ticket management is following customer guidelines
The role will also ensure that all people working within the Assurance function are fully knowledgeable on the customer base that they are support (on a per country basis)
Manage to resolve incidents, utilising the global resources of Reliance Globalcom.
Ensure contracted levels of performance are achieved.
Engage Problem Management team on a regular basis to highlight and eliminate reoccurring issues
Point of contact for all country aligned queries and difficult support requests
Act as point of contact for client and internal requests
The role will report to the MS Assurance Manager, and matrix manage into the regional “in country” Head of Assurance, ensuring the tight linkage between in country assurance mangers, and the GSC is obtained
Duties and Responsibilities:
The Incident Manager role will involve but is not limited to
Knowledge "owner" of the customer base under management by this specific role
Ensure all staff working on the customer segment are fully knowledgeable, and have access to information
Take ownership of major incidents for any major incident
Coach and mentor end to end of customer service
work close with the networking teams in fault scenarios
Key Performance Indicators :
Customer Satisfaction (CSAT).
Major incident process adhered to at all times
RCA’s completed by supporting the Problem Managed function
Customer knowledge kept up to date and readily available online
Full knowledge (via tests) of the RGC processes.
Contact with Others :
Internal
Mainly GSD, GSC, Level 3, Assurance Managers, Management and Service Managers. Other technical and none technical staff.
External
Clients, Providers
For People Management Positions Only:
No of people directly supervised:
None
Total size of the team:
0
Qualification & Experience:
Educational / Academic Qualification
Essential:
B.E/B.TECH
Desirable:
Professional Certifications / Additional Qualification
Essential:
Desirable:
Cisco CCNA
Experience(Min. years)
2 years within a Service Provider at either management/leadership level, or within high end customer service
Other Criteria(If not addressed above)
Good knowledge of general Networking and Telecoms
Candidate Specification:
The candidate will have more than 2 years experience in customer service or telecommunications
- Total customer service experience should be 5 years
- Experience helpdesk environment
- Experience in working is a service provider environment
- Experience in working with multiple providers and technologies
- Confident English written and verbal communication skills and experience discussing solutions with clients.
- Experience in completing high quality documentation and reporting for internal and client use
- proficient MS office (MS Word and Excel user)
Technical/Functional Skills: ( Use "E" to denote Essential and "D" for Desirable)
E - MS Word and Excel knowledge
E – ITIL knowledge
E – Customer centricity
E – Networking knowledge within a global environment
E – Networking or telecoms experience
E – Good understanding of TCP/IP
E - Experience of management and monitoring tools (SNMP based)
E - Experience with reporting tools
E - Working experience in a support role (level2/3) in a service provider environment
E – Ability to analyse data and transfer into a reporting package/with executive summary
E- Excellent understanding of QoS (Quality of Service) concepts
D - Working experience in an implementation engineering role in a service provider environment
D - Riverbed Certified Solutions Professional certification (RCSP)
D - Cisco CCNA or CCDA certification
D – ITIL practitionerV3, or foundation V3
D - Experience with scripting, programming and regular expressions
Competency & Behavioral Skills: (Use "E" to denote Essential and “D” for Desirable)
E – Excellent customer service skills
E - Excellent English written and verbal communication skills
E - Ability to work under pressure
E - Ability to work to tight deadlines and produce good quality work
E – Able to multitask to manage multiple escalations
E - Sense of ownership to see things through to completion
E – Confident at presenting and talking to clients and vendors
E - Ability to learn new technologies quickly
E- willing and able to work shifts
D- ability to mentor and coach less experience staff
To apply for this position, please send your updated CV to careers@relianceglobalcom.com with “open position” in the subject line.
