Beschreibung
Service Manager/Technical Lead
- Managing Voice, Date and SMS service quality, and being the first point of contact for the business, dealing with queries and concerns about live services
- Maintaining the E2E service dashboard, reporting on a regular basis on customer focused service KPIs to stakeholders within the business
- Defining and driving the E2E Service Improvement in terms of quality, customer experience, cost, innovation
- Understanding the Total Cost of Ownership of the E2E service, providing the technical input into the TCO and seeking ways to reduce it
- Managing the Service Lifecycle from service definition and service introduction, through to maturity and decommissioning, as well as maintaining business continuity plans for the service
- Identifying problems and driving Problem Management to result into structural solutions for the service with the objective of preventing repeated incidents
- Responsible for Technology Products Acceptance, in addition to 2G & 3G: QoS Management and Validations
- KPI SLA reporting for 2G and 3G, with responsibility for KPI definition and management
- Managing the drive testing for stakeholders, whilst undertaking network optimization (all technologies)
- Analysing customer complaints, carrying out VF group alignment and reporting ( E2E QoS) and carrying out capacity management
Requirements:
- Analytic troubleshooting background, Unix, SOA, TiBCo, Datapower knowledge enabling them to work close with support engineers
- Strong TECHNICAL knowledge is a must
- Skills in working in an international environment
- Experience in global service delivery for global/international Customers
- International - demonstrable experience of living and working abroad or in a service management role.
- Knowledge of mobile data application development, deployment and operations
- Deep focus on operational and service fulfilment issues
- Ability to work in a high-growth, high-uncertainty environments
- Ability to act in international and distributed virtual team, and form strong internal relationships
- Team player, strong influence and relationship management skills, customer centric.
- Strong communication and decision making skills - ability to balance conflicting interests
Experience with:
- MS Office suite,
- Reporting and monitoring tools
- Unix, SOA, Red-Hat
- Service Management tools
- Producing Reports and Presentations
- KPI definitions
- ITIL
- Service Management
Location: Düsseldorf
Duration: 12 months
Start date: beginning of June