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Vacancy
1 Vacancy
Job Description
Roles & Responsibilities
- Act as focal technical point for top enterprise customers for 24 hours (on-call basis). Meet technical SPOCs for customers and build relationship with them. Lead all their incidents. Understand all their solutions for current and digest & anticipate their needs and recommend with VBU a tailored solution.
- Specifies and applies appropriate analytical techniques & deep assessment from operational point of view on the solutions they receive from Vodafone to create information which supports business decision-making.
- Drive, maintain and improve all customer services KPIs received from Vodafone, enabling the identification of performance deviation versus targets and define corrective actions plan.
- Owns, investigate, and manages all customer incidents & manage resolution in a clear differentiated customer experience. Adding proactive monitoring approaches for better customer experience.
- Owns, investigate, and manages all customer incidents & manage resolution in a clear differentiated customer experience. Adding proactive monitoring approaches for better customer experience.
- 6-10 years of experience in IP Networks technologies.
- Superior Leadership skills.
- Effective communication & influencing skills.
- Excellent analytical & decision-making skills.
- High Interpersonal and organizational skills
Desired Candidate Profile
6-10 years of experience in IP Networks technologies.
- BSc of Engineering in Telecommunications or Computer science.
- Advanced knowledge of IP network technologies.
- Advanced knowledge of Fixed enterprise solutions (Connectivity , Messaging, IoT , etc)
Company Industry
- Telecom
- ISP
Department / Functional Area
- IT Software
Keywords
- Tech Strategic Customer Support Lead
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Vodafone
We are a leading international Telco, serving millions of customers. At Vodafone, we believe that connectivity is a force for good. If we use it for the things that really matter, it can improve people's lives and the world around us. Through our technology we empower people, connecting everyone regardless of who they are or where they live and we protect the planet, whilst helping our customers do the same. Belonging at Vodafone isn't a concept; it's lived, breathed, and cultivated through everything we do. You'll be part of a global and diverse community, with many different minds, abilities, backgrounds and cultures. ;We're committed to increase diversity, ensure equal representation, and make Vodafone a place everyone feels safe, valued and included.