Technical Service Manager

Location: CBC, Bratislava, Slovakia
Working time: EMEA - with a Global mandate

The Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements, on behalf of designated global strategic MNC’s. The SM has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both of the customer’s business requirements and the AT&T products and services that are used to support these requirements.
The SM also builds similar relationships within AT&T and other service provider groups to ensure that people within these groups understand and respond to SM requirements. Globally, Service Management is moving towards a Consultative Practice supported by SoCS for Service Management (Science of Consultative Selling) methodologies.

Roles and responsibilities:

• Act as WAN and Video services focal point towards both Electrolux and AT&T internal teams.
• Call for advice and assistance on network related design and solution requirements, including replacement of old site equipment on a schedule as determined by Electrolux.
• Assist in the design and provide guidance for the purpose of adding new Sites to Electrolux’ sites.
• Provide the design and consultancy for hard MACD changes (e.g. stack splits and Site specific design changes).
• Create device configuration files and migration tasks for hard MACD changes and liaise with the staging team for applying those configurations.
• Ensure technical consistency, interoperability and complex interlocks while facilitating communication between Managed Services.

• Technical Design Function for Security

• Act as security focal point towards both Electrolux and AT&T internal teams.
• Act as lead for MACD activities.
• Vet all MACDs to ensure quality and adherence to Electrolux and Service Provider Security policies, processes and technical standards.
• Take ownership for any policy, process, technical design or operational procedures updates to accommodate identified gaps.
• Ensure consistency across Electrolux security portfolio.
• Work with Electrolux focal points to develop requirements and translate requirements into technical solutions.
• Provide design support for planned changes to ensure that solutions are consistent and in line with Provider standards wherever possible.
• Interface with Service Provider Global Security Team for guidance and escalation as required.
• Assist in Root Cause Analysis for complex issues if required.
• Provide direct support to Service Provider’s Global Project Manager and AT&T Technical Program Manager function on all aspects relating to Security.
• Interface directly with Electrolux’ focal points as required for Security related issues.
• Document technical solutions for Electrolux facing and Provider internal purposes (e.g., Solution Fit).

And as Electrolux’ business evolves and security services change, Service Provider will further:

• Monitor for current security threats, threat actors, exploits, malware, vulnerabilities and compromise indicators seen active on Internet in order to plan defenses and help prevent such events negatively affecting Electrolux by applying patches accordingly.
• Provide to Electrolux a monthly Security Service Delivery report including Security Dashboard (consolidated global view) and detailed security and KPI Metrics on each of the AT&T managed security components. Metrics will show the historical trends (up to 12 months) in amount of identified threats, vulnerabilities, intrusions, malware, infections, ATPs, security incidents and other possible indicators of overall level of environment security. Metrics shall be provided with per region breakdown.

The Technical Design Function for Security is a resource based in Europe with a global mandate.