Tsm Senior Specialist vois

3 days ago

مصر, Egypt Vodafone Full time

**Key Accountabilities and Decision Ownership**:

- Is the main SPOC of the customer for all SLA topics and is responsible for maintaining the Technical SLAs in front of the customer for the whole enterprise product portfolio.
- The senior TSM is continuously analyzing the quality of the offered technical services and identifies possible abnormalities. He/ She addresses from own initiative the possible optimizations within the VF organization and to the customer.
- Acts as the “Customers Advocate” within the organization and is responsible for the customer binding.
- Creating and preparing detailed “Root Cause” analysis as well as Incident reports for the customer in case of critical outages affecting business.
- Acting as extra escalation manager on duty, if any critical outages which -affects the business
- occurred.
- If required, gives consultancy for customer’s projects during the build-phase.

**Core Competencies, Knowledge and Experience**:

- Completed degree in a technical major.
- 2-4 years of experience in the IT/Telecommunication sector with direct customer contact.
- Experience in handling SLA agreements and the related KPIs.
- ITIL- foundation certified.
- Process analysis and optimization knowledge.
- C1 German language level and good English.
- Basics of Moderation and Communication technics.

**Must Have Technical / Professional Qualifications**:

- Excellent Customer and Service orientation.
- Clear mode of expression, which can be adapted for the customer.
- Serious, Appreciative and Trustful appearance.
- High social competence.
- The ability of the contemplation and evaluation of problems from different perspectives.
- Excellent rhetorical skills.
- Is capable to present and moderate.
- Is capable of using de-escalation methods.
- Is able to think abstractive.

**#_VOIS #movewithus**:

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