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Service Manager

Place of work
Aupark, Einsteinova, Petržalka
Contract type
full-time

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 .

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

Requirements for the employee

Candidates with education suit the position

University education (Bachelor's degree)
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

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.

Company address

AT&T
Aupark Tower, Einsteinova 24
851 01 Bratislava

Contact

Contact person: Martin Halecky
E-mail: send CV
Apply now

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   Dátum zverejnenia: 9.10.2019   Základná zložka mzdy (brutto) a ďalšie odmeny:   Salary from 3420 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience