Make an Impact by
- Should be able to work with various telco and ICT stake holders, including pre-sales, product, engineering, operations SMEs and Help desk teams to resolve root causes and influencing design decision to avoid them all together.
- Must be well versed in Telco and ICT backend Infrastructure, overlay customer services and problem management processes, frameworks, and techniques
- To have strong customer focus, technical knowledge and will lead a team of Problem Managers who will be accountable and responsible for pro-actively identifying, documenting, and investigating chronic, systemic, and critical issues affecting enterprise customer services. This roe, along with the team own the life cycle of all problems including finding root causes and resolving them and documenting and monitoring the stability of the fixes.
- Accountable and responsible to own and manage all outcomes of Problem Management practices of Global Delivery Telco and ICT verticals.
- Having very good understanding of core telco technology areas like MPLS VPNs, Internet, SD-WAN, NFV, Cyber Security, and operation management.
- Provide innovative thought leadership to problem management team to ensure high availability and stable services.
- Responsible for adaptation of top tier Telco best practices in Problem Management processes including pro-active detection, automation, and continual service improvement.
- Manage a wide variety of internal and external stakeholders and rally them together to deliver stable work arounds and SIPs (Service Improvement Plans).
- Enable the team with training and skill set building in current and future technology areas, statistical and analytical and soft skills.
- Attract, retain, and grow talent through mentorship and supervision.
- Achieve increased efficiencies, year-on-year increased productivity and maintain optimized resources.
- Achieve conflict resolution and clearing of potential roadblocks.
- Lead audits and critical problem investigations as required by the organization in various areas.
Skills for Success
- Diploma/Degree in Computer Science, Information technology or a relevant field.
- Commercial exposure at least 10 years ,
- Technical Certification (IT-related). OEM certification – eg CCxx/CCDP
- Other adjacency (virtualization, cyber etc)
- Some ICT and telco convergence handling (preferred)
- Enterprise grade Customer Service skills
- Business acumen
- Good to have:Awareness of the current technology;
In-depth knowledge of network technologies and products;
Awareness of technology changes;
Ability to multi task and involve in multiple outages over-sight
Ability to work in a team;
Ability to use Microsoft suite of products include Visio, network tools and similar products;
Good literacy, numeracy, verbal and communication skills, required to present to Customer’s end customer;
Rewards that Go Beyond
- Hybrid work arrangements
- Full suite of health and wellness benefits
- Ongoing training and development programs
- Internal mobility opportunities
Your Career Growth Starts Here. Apply Now!
We are committed to a safe and healthy environment for our employees & customers and will require all prospective employees to be fully vaccinated.
