Job Details
Skills And Tools:
Job Description
Vodafone Technology Enterprise Solutions Egypt is a part of Vodafone Technology Shared Services Egypt serving technology enterprise serving two Vodafone local markets in Europe, Germany and Spain as well as serving one UK based group entity.
TES has a career path across all technology departments in Vodafone Shared Services Egypt as well as collaboration opportunities within 3 other TSS locations in London, India and Romania
By joining TES you get trained for the latest technological products in the global market such as IP VPN ,DSL , Voice over IP and IoT Products while also receiving annual training plans in the field you are specialized not to mention technical certifications within your field such as Cisco Certificates, ITIL, PMP, Prince2
Role purpose:
The Senior Technical Management Advisor is responsible for strategic important Enterprise/Wholesale customers and is involved in finding Special solutions for maintaining the agreed Technical Service levels. He/ She is taking care of dedicated customers, who have certain contract agreements with VF. He/ She will work with different stakeholders like Executive Service Managers, Local /Global VGE service managers, Customer Service Managers from within the OE and as well the sales, in order to build a sustainable relation with the customer.
Key accountabilities and decision ownership :
- Is the main SPOC of the customer for all SLA topics and is responsible for maintaining the Technical SLAs in front of the customer for the whole enterprise product portfolio.
- The senior TSM is continuously analysing the quality of the offered technical services and identifies possible abnormalities. He/ She addresses from own initiative the possible optimizations within the VF organization and to the customer.
- Acts as the “Customers Advocate” within the organization and is responsible for the customer binding.
- Creating and preparing detailed “Root Cause” analysis as well as Incident reports for the customer in case of critical outages affecting business.
- Acting as extra escalation manager on duty, if any critical outages which affects the business- occurred.
- If required, gives consultancy for customer’s projects during the build-phase.
Job Requirements
Core competencies, knowledge & experience:
- Completed degree in an technical major.
- 2-4 years of experience in the IT/Telecommunication sector with direct customer contact.
- Experience in handling SLA agreements and the related KPIs.
- At least ITIL- foundation certified.
- Process analysis and optimization knowledge.
- · German Fluency is a must and good English.
- Basics of Moderation and Communication technics.
- Must have technical / professional qualifications:
- Excellent Customer and Service orientation.
- Clear mode of expression, which can be adapted for the customer.
- Serious, Appreciative and Trustful appearance.
- High social competence.
- The ability of the contemplation and evaluation of problems from different perspectives .
- Excellent rhetorical skills.
- Is capable to present and moderate.
- Is capable of using de-escalation methods.
- Is able to think abstractive.
