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Service Manager
Place of work
Aupark, Einsteinova, Petržalka
Aupark, Einsteinova, Petržalka
Contract type
full-time
full-time
Wage (gross)
Salary from 3420 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience
Salary from 3420 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience
Information about the position
Job description, responsibilities and duties
Working hours: EMEA
Technical Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements. 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 customers’ business requirements and the AT&T products and services that are used to support these requirements
Roles and Responsibilities:
• To act as a customer advocate and the point of contact for all internal and external requirement, inquiry and escalation .
• Engagement with multiple internal and external teams to ensure smooth implementation of customer .
• Single Point of Contact for routine technical activities to ensure smooth coordination between AT&T engineering teams and Customer technical project teams.
• Supporting across Assurance, Delivery and Billing which will include all products and services provided to the customer by AT&T along with Network Integration and 3rd party services .
• Formulate action plan as needed for network availability, service assurance, service reliability, fault management, trouble resolution, customer billing and cost control.
• Provide first hand analysis during a fault condition and to engage appropriate internal and external partners to isolate the trouble within the agreed SLA .
• Update AT&T operational teams with details of network changes to ensure that any genuine fault conditions which occur are quickly established and acted upon.
• Providing Client facing reports which will include analysis and recommendations based on available data/reports such as capacity management, site resiliency , network audit etc.
• Creating and managing Customer specific service guides and service Improvement plans
• Participation/Leadership on Client calls along with regular governance calls and to conduct stewardship meeting with the customer leadership team .
Technical Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements. 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 customers’ business requirements and the AT&T products and services that are used to support these requirements
Roles and Responsibilities:
• To act as a customer advocate and the point of contact for all internal and external requirement, inquiry and escalation .
• Engagement with multiple internal and external teams to ensure smooth implementation of customer .
• Single Point of Contact for routine technical activities to ensure smooth coordination between AT&T engineering teams and Customer technical project teams.
• Supporting across Assurance, Delivery and Billing which will include all products and services provided to the customer by AT&T along with Network Integration and 3rd party services .
• Formulate action plan as needed for network availability, service assurance, service reliability, fault management, trouble resolution, customer billing and cost control.
• Provide first hand analysis during a fault condition and to engage appropriate internal and external partners to isolate the trouble within the agreed SLA .
• Update AT&T operational teams with details of network changes to ensure that any genuine fault conditions which occur are quickly established and acted upon.
• Providing Client facing reports which will include analysis and recommendations based on available data/reports such as capacity management, site resiliency , network audit etc.
• Creating and managing Customer specific service guides and service Improvement plans
• Participation/Leadership on Client calls along with regular governance calls and to conduct stewardship meeting with the customer leadership team .
Requirements for the employee
Candidates with education suit the position
University education (Bachelor's degree)
University education (Master's degree)
Postgraduate (Doctorate)
University education (Master's degree)
Postgraduate (Doctorate)
Personality requirements and skills
• At least 8 years’ experience in a global network service role, out of which at least 5 years with a customer facing role .
• Bachelor’s degree in Engineering or equivalent qualification.
• Must be fluent in English and Spanish ( both speaking and writing ).
• Candidate must be CCNA certified with thorough knowledge of WAN, LAN & Wireless Technologies
• Good understanding of the AT&T Business portfolio and technology which includes SDN/NFV technologies such as Velocloud SD-WAN OTT, Velocloud , Silverpeak etc.
• Must be willing to travel on business requirement and ability to work under pressure and when required outside business hours
• Bachelor’s degree in Engineering or equivalent qualification.
• Must be fluent in English and Spanish ( both speaking and writing ).
• Candidate must be CCNA certified with thorough knowledge of WAN, LAN & Wireless Technologies
• Good understanding of the AT&T Business portfolio and technology which includes SDN/NFV technologies such as Velocloud SD-WAN OTT, Velocloud , Silverpeak etc.
• Must be willing to travel on business requirement and ability to work under pressure and when required outside business hours
Advertiser
Brief description of the company
Considering we’ve done some pretty impressive work around here, that’s saying something. But we couldn’t have done it without our brilliant people, and you could be one of them. With an average of two patents a day and eight Nobel Prizes to our name, it’s no wonder that for more than a century we have been defining the industry and setting the bar for innovation. This is your chance to do the same. Explore a career with AT&T.
Contact
More good reasons to join us...
Sickness compensation plan, Private medical program, Extensive life and disability insurance
Employee discounts
Company team building events, Sports & culture
Numerous lifestyle discounts
Annual team award bonus, Special bonus for important life events
Award winning AT&T university
On-site parking
ID: 3783263
Posting date: 15.10.2019
2019-10-15
location: Bratislava Position: IT Project Manager, Service Engineer Company: AT&T Global Network Services Slovakia
Basic wage component (gross) and other rewards: Salary from 3420 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience