What you’ll be doing...

As our Senior Major Incident Manager you will support the customer throughout any major escalations and work closely with Verizon’s PMO and Operations organization. You will be part of an ITIL based Incident Management organization and will report directly into the Head of Incident Management.

The purpose of this role will be to work and build relationships directly with the customer’s network team, internal Verizon support teams and key suppliers to ensure operational and service excellence is proactively managed and maintained at the highest level.

You will be directly responsible for driving escalations at senior management level and managing communications for all major and complex repair incident escalation both internally and with the customer’s management teams.

  • To maintain existing customer revenue, mitigate any service impacting events, ensuring Verizon’s products and technical support services meet and where possible exceed expectations.
  • Accountable for developing and maintaining a pro-active approach to managing major service impacting incidents, building strong relationships with the customer network team, Verizon repair organizations and third party providers at all management levels.
  • Take responsibility and drive support incident escalations and major customer incidents. Ensure delivery of the necessary post incident reports and recommend the appropriate service improvement actions.
  • Own communications during major incidents, organize and chair internal and customer conferences bridges. Manage senior management level communications with the customer management and repair teams, Verizon repair teams and third party carriers.
  • Proactively monitor your customer’s current and previous faults history, working with the PMO organization identify any repeat issues and initiate and manage chronic incident investigations through to resolution. Where appropriate involve the sales & service organizations where new opportunities are identified or where network design improvements are required.
  • Document all processes and customer contact information pertinent to you designated customer account ensuring that information is readily available to the wider Major Incident Management team allowing effective support continuity out of hours. Ensure that clear and comprehensive handovers are in place when handing over to the 24/x7 Incident Management shift team.
  • Understand the customer’s business and how Verizon add value to their operation; understand the impact of any incidents on the client’s business. Act as the customer’s representative within Verizon and be the customer’s voice when managing incidents.
  • Identify key contacts within the customer’s network management organization. Attend regular meetings as required to review incident management performance and discuss many major incidents.
  • Review internal support processes with customer to ensure their needs are met and where appropriate recommend procedural improvements to relevant Verizon departmental process owners.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or relevant work experience.

Even better if you have:

  • A degree.
  • Commercial awareness and understanding of how to communicate a client’s business impact during a major incident to the Verizon repair organization and Verizon’s third party carriers.
  • Significant experience of incident and/or service management preferably within a telecommunications or IT environment, experience handling and escalating with third party providers.
  • Experience of developing positive relationships internally and externally and influencing people at a senior management level.
  • Demonstrated proactivity and an ability to deliver against timed benchmarks/ SLA’s.
  • Experience in analyzing information, understanding and identifying chronic incident problems to enable implementation of preventative actions by involving senior engineering and solutions/design team resources.
  • Demonstrated excellent communication skills, with the capability to communicate effectively, verbally and when writing incident reports. Great interpersonal skills.
  • Demonstrated ability to be a self-starter, work independently and be an excellent team player. Capability to make justified and informed decisions in a sometimes challenging, escalation environment, guiding the repair organizations to a clear plan of action to achieve incident resolution.
  • Understanding of all ITIL principle components and ideally qualified to Foundation level.

When you join Verizon...

You’ll be doing work that matters alongside other talented people, transforming the way people, businesses and things connect with each other. Beyond powering America’s fastest and most reliable network, we’re leading the way in broadband, cloud and security solutions, Internet of Things and innovating in areas such as, video entertainment. Of course, we will offer you great pay and benefits, but we’re about more than that. Verizon is a place where you can craft your own path to greatness. Whether you think in code, words, pictures or numbers, find your future at Verizon.