Job Description

Role Purpose

The purpose of the role is to provide effective technical support to the process and actively resolve client issues directly or through timely escalation to meet process SLAs.
 

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• Fundamental Knowledge on Broadband technologies e.g. ADSL, HDSL, LAN, WAN, New Age products etc..
• Training on network topologies and protocols.
• Good knowledge and understanding of the CPE configuration, both Standard and Non standard CPE.
• Good understanding of the Order management journey, Order to Cash
• Good problem solving capabilities and Network troubleshooting.
• Good interpersonal skills
• Good order management skills
• Should have worked within BT GS environment.
• Should have knowledge over Order Management for BT. 
• Validate the customer order from a high level design point.
• Ensure the require network parameters are provided and appropriate, according to the network services.
• To manage the incoming work volumes for all associated task of the role to ensure performance targets achieved.
• To liaise with customer’s account team, Suppliers, Productline teams in the delivery of CPE services.
• To liaise with the customer’s Service Delivery teams during the delivery cycle and ensure driving governance within the team.
• To liaise with CPE/Switch suppliers for ETA and support team to escalate where ETA's not in place or delayed.
• To create and share CAPA, RCA's as and when required.
• To keep L1, L2 appraised or call out any help required, challenges within the process, people
• Need to be a Spanish Resource with Telecom Experience

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• • Working experience of 2+ years in Telecom Order maangement and understanding of Supply chain Management concepts
  • Excellent written and verbal Communication skills 
  • Have work experience in a service provider environment managing Central Office provisioning operation.
  •Order validation from a deliverables point of view.
  • Coordination with the Order management or account teams for insufficient issues.
  • Escalate through the right channels and process to ensure the accountability on deliverables.
  • Continuous improvement through learning and process understanding.
  • To meet or exceed all delivery targets such as time lines, KPI's, right first time activities.
  • To act as 1st Level escalation point of contact
  • Need to be a Spanish Resource with Telecom Experience

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Deliver