
Digital Design
2 weeks ago
**Role purpose**:
Responsible for the operation, support, and maintenance in relationship to the company’s IT
trouble shooting responsibility, deepest system knowledge and specialization on platforms and
services than in first line maintenance. The activities include end user and daily first line
developments handover on the operations part. Maintains direct vendor contact regarding third line
the first line maintenance service departments’ surveillance and trouble shooting. Prepares
documentation and sets up of alarm systems with correlation rules. Checks that both user and
vendor SLAs are held. Suggest improvements in all areas he supports and maintain
**Key accountabilities and decision ownership**:
- Provide administrative and technical
- Meet and exceed established service levels
for support
- Maintain operation, monitoring, and
integrity of production, test, and
development systems to meet established
standards
- Coordinate and escalate issues to support
teams and third-party vendors to
troubleshoot and resolve issues
- Work closely with Application
installations, releases, and testing
Perform regularly scheduled system
updates, changes, and failover tests for
- Assist Third & fourth level of support team
members to advance DevOps practices
- Create and maintain support
- Communicate general events and
incidents to employees and management
between end-users, technical support, and
Application Development teams
- Receive requests/incidents via managing
different communication channels (Remedy,
- Authorizes sender/caller against Authorized
List DB with Validation Procedures
- Direct and Report unauthorized
communications to corresponding Authorized
Contacts
- Submit requests for
adding/removing/updating authorized
contacts to correct internal team
- Act as Single Point of Contact with 24/7 Support for
Global Enterprises’ Help Desks (Local, Regional, or Global
Helpdesks) in 75+ Countries
- Validate requests/incidents against agreed
templates to ensure high quality details
submitted to next level of support
- Acknowledge requests/incidents within
agreed Response Time
- Act as Single Point of Contact with 40+ OPA
Networks all over the world (Copco, Partner,
and Affiliate) in addition to 3rd Party Suppliers
- Identify Requests/Incidents and submit to
correct support group
Manage resolutions received from next level of
support ensuring clear and high-quality
communications back to customer
- Maintain good level of knowledge of all
different bespoke process/procedure agreed
with customer/support groups
- Know how to get the most updated
information and refer to correct documents
- Make sure to always be up to date with all the
changes in different processes/procedures
as they occur.
- Follow up on open incidents/requests
according to the agreed milestones
- Make sure of contacting correct and relevant
Point of Escalation
- Update Inventory DB with requests
fulfillment info provided by OPA
- Provide Inventory Reports as requested by
Customer or Service Management team
- Know the size of the Global Enterprises that
VGE is dealing with
- Realize the difference between the highest
Customer Care in local market and the
required level of customer service for Global
Enterprises authorized contacts
- Understand impact of any small mistake and
cost implications (e.g., Penalties)
- Provide best quality to our customers and
show the value-added value of having our
service
**Core competencies, knowledge, and experience**:
- 2 Years of experience in the telecom field
- Computer science / IT background is
preferable
- Programming skills is a plus
- ITIL management framework knowledge
about the Service Support and Service
Delivery sets
- ITIL Certified is a plus
- Customer-service oriented work ethic
- Detail oriented
- Strong organizational and communication
skills
- Strong interpersonal skills and ability to
communicate with multiple departments to
take an issue to resolution
- Strong problem-solving ability
- Ability to work independently
- Fluent in English
- excellent communication - persuasion - negotiation - presentation
**Must have technical / professional qualifications**:
- ITIL v3 Foundation or higher
**#_VOIS#WeMoveTheWorld#MoveWithUs**:
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