What you’ll be doing...

The IPT / UCC / Voice team leader primary responsibility will be the daily running of the 24x7 Tier 1 repair team ensuring there is sufficient cover and engineers are working according to their objectives, processes and agreed quality requirements.

  • Comply with ISO9001 and ISO27001 standards to meet certification requirements. Adhere to Verizon's security policies.
  • Be responsible for development of individual team members.
  • Work closely with internal/external stakeholders and providing incident management to high profile customers.
  • Follow Escalations Process and take all appropriate action on any escalation you receive.
  • Be responsible for performance of your team against defined targets, in Quality, Performance and Productivity. Making use of supplied reports in mentioned areas.
  • Provide supervision, guidance and mentoring to your team operating an open door policy to listen / address and concerns.
  • Provide incident support when required by customer or internal teams. Identify and provide solutions for the resolution of repetitive problems.
  • Ensure timely input and resolution to ETMS tickets in line with standard procedures.
  • Ensure lunch breaks, annual leave and trainings are balanced across the teams to ensure maximum cover.
  • Identify and help implement proactive measures to improve network stability.
  • Identify knowledge deficiencies in the team and resolve through mentoring / on job training or formal classroom training as appropriate.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or four or more years of work experience.
  • Four or more years of relevant work experience.

Even better if you have:

  • A degree.
  • Good working knowledge of Verizon repair systems and organization.
  • Demonstrated the ability to remain customer focused and understands the importance of exceeding customer expectations.
  • Demonstrated the ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Demonstrated an understanding and practical use of time/workload management and prioritization. Ensures this is used within a team dynamic.
  • Ability to supervise and lead a team.
  • Good organizational skills.
  • Strong analytical and problem solving skills.
  • Ability to work using own initiative.
  • Good communication skills
  • Good knowledge of network architectures and technologies.
  • Vendor Certifications.
  • ITIL Foundation V3 trained.
  • Understanding of IPT / UCC / Voice technologies and ISO Standards.

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.