Operations Escalation Manager

Duties and Responsibilities: 

• Ensure frequency of internal/external communications are maintained as needed in a timely manner, and is always clear, concise, meaningful, professional, and efficient. 

• Review and trigger both technical and hierarchal escalations, escalating incidents/service requests that are at risk of failing or have failed agreed SLAs/OLAs 

• Oversee and manage the progress of critical escalations requiring executive engagement to resolve incidents caused by third-party suppliers, ensuring customers receive premium service until the issue is fully resolved. 

• Maintain an exceptional level of customer service and experience during all engagements with internal and external departments. 

• Possess a thorough understanding and familiarity with customers’ services and solutions. 

• Actively participate as required in meetings (customer, 3rd party, internal). 

• Support and participate as required in any Assurance related programs.  

• Raise tickets with suppliers and ensure regular updates and feedback via the telephone, email web portal and internal ticket.  

• Manage Supplier-related customer faults and ensure they are resolved within SLAs.  

• Perform and interpret results of basic technical operations (ping tests, loops, etc.) to confirm service status.  

• Ensure appropriate processes are followed and associated documentation updated. 

• Clearly communicate incident progress to customers throughout life cycle until final resolution. 

• Work with internal operations and regional support organizations in order to resolve customer issues speedily 

• Provide documentation and reports to customers and senior management on incident progress and resolution. 

• Make sure documentation is regularly reviewed and updated to meet the highest standards.  

Required Experience/Qualifications: 

• Knowledge and understanding of TCP/IP (OSI) model. 

• Strong awareness of telecoms technologies and services: IP (VPN, Internet), Transmission (SDH, DWDM), Ethernet, Voice 

• Independent and self-starting person with excellent communication and analytical skills. Stress resistant with the ability to accommodate to fast changing environment 

• English – fluent (mandatory). 

• MS Office – Advanced (must). 

• Experience of ITSM tools (Siebel, Remedy, ServiceNow, Clarify, HEAT) (must). 

• Experience in fault diagnosis/troubleshooting and fulfilling requests  

• Ability to understand and improve operational processes and procedures. 

• Ability to matrix manage across the different departments. 

• 24+ x months experience in Customer Service/Contact Centre/Help Desk/Service Desk role (must). 

• 12+ x months experience in a similar role (desirable). 

• 12+ x months in a process driven organization (desirable). 

• Experience working in a multi-cultural/international environment (must). 

• Experience in fault diagnosis/troubleshooting and fulfilling requests (must). 

• General ICT industry understanding (must). 

• Awareness and understanding of process framework(s) – ITIL Foundation/ITIL Operations (must). 

BSc/BA Degree in ICT/Telecommunications/Business Administration or similar discipline 

Desirable Experience/Qualifications: 

• Knowledge and understanding of different types of common WAN connections. 

• Awareness/understanding of optical technologies. 

• Understanding of Cisco/Juniper hardware/software – routers/switches. 

• Experience with Cisco/Juniper OS on CLI using show commands to troubleshoot issues. 

• Awareness/understanding of Hosting and Security products. 

• Awareness/understanding of Unified Conferencing products (video, Skype for Business). 

• Understanding the basic functions of the following protocols: DNS, DHCP, IPv4, TCP/UDP, VPN, VLANs. 

• German/Spanish/Italian/French – fluent (desirable). 

• CCENT knowledge, Network+ or equivalent (complete or in-progress)  

• ITIL Foundation/Intermediate 

Hours/Travel/Shift: 

• 2 x days, 2 x nights, 4 off - 08:00-20:00 / 20:00-08:00. 

• 9 x hour day between 08:00 – 20:00 EET/EEST 

Core Competencies 

• Accuracy and Attention to Detail: Understanding the necessity and value of accuracy; ability to complete tasks with high levels of precision. 

• Active Learning: Understanding the necessity for continuous personal growth and learning; ability to gauge one's strengths, limitations, and interests accurately, and use this knowledge for purposes of performance effectiveness self-development. 

• Effective Communications: Understanding effective communication concepts, tools, and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors. 

• Interpersonal Relationships: Knowledge of the techniques and the ability to work with a variety of individuals and groups in a constructive and collaborative manner. 

• Managing Multiple Priorities: Knowledge of effective self-management practices; ability to manage multiple concurrent objectives, projects, groups, or activities, making effective judgments as to prioritizing and time allocation. 

• Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations. 

• Teamwork: Knowledge of the necessity and value of teamwork; experience with; ability to work cooperatively towards shared goals and being supportive of others at all levels. 

• Cross-Team Integration: Understanding of the importance of inter-team collaboration in breaking down silos and achieving business results; ability to lead employees from various functions to communicate, coordinate work across divisions, and collaborate in solving problems as one team. 

• Root Cause Analysis (RCA): Knowledge of the concepts, principles, and techniques of root cause analysis (RCA); ability to use a structured approach to identify the causes of undesirable consequences in a manufacturing environment and the changes needed to prevent recurrences. 

• ITIL (Information Technology Infrastructure Library): Knowledge of Information Technology Infrastructure Library (ITIL); ability to apply ITIL processes and standards for managing the IT infrastructure. 

• Network Incident Management: Knowledge of network incident management; ability to identify, investigate, troubleshoot, resolve, and prevent the recurrence of incidents that interfere with the normal delivery of services. 

Universal Competencies 

• Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, and enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results-oriented. 

• Customer First (Customer Facing): Knowledge of customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting customer value creation at every level. 

• Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.