What you’ll be doing...

Responsibilities:

  • Help with the management and running of the team in the areas of:
    • Coordination of daily operations
      • Assignment of tasks to other engineers and review of their performance (ticketing system, mailbox) to ensure quick resolution of incidents.
      • Review of critical site and high profile tickets to make sure correct steps are being taken and recorded properly & prevent the incidents from further escalation.
    • Compliance with set processes, procedures, metrics, SLA and KPI.
    • Propose/participate in improving the current processes; be involved in creating new processes and procedures.
  • Be level 2 escalation owner
    • Review the escalated incident, make sure all necessary information is provided by customer and decide clear plan of action.
    • Oversee the escalated incident and make sure it is pushed towards resolution, make sure the resolution party (internal/external) is involved/chased (assist the incident owner when needed).
    • Make sure customer is provided with regular updates.
    • Approve escalation lvl 3 and inform TL/IME.
  • Help with adaptation, training of new team members.
  • Fulfill tasks delegated.
  • Work on incidents and drive them to the resolution.
  • Deal with complex issues.
  • Be compliant with set processes, procedures, metrics, SLA and KPI.
  • Propose/participate in improving the current processes; be involved in creating new processes and procedures.
  • Proactively checks team's knowledge database.
  • Provides his team with technical training based on the need.
  • Be a point of contact for junior colleagues and provide them with guidance when needed.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or relevant work experience.

Even better if you have:

  • CCNA certification.
  • Strong communication skills (advanced level of English both written and spoken).
  • Problem solving attitude.
  • Knowledge with SLAs / designs / support models (processes in particular).
  • Strong interpersonal skills.

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.