What you’ll be doing...

Duties:

Ticket Management:

  • Ensure tickets and workload distribute properly across the team.
  • Ensure ticket management is followed by the shift.
  • Ensure assigned tickets are managed appropriately, not letting tickets clock unnecessarily.
  • Provide and ensure shift do timely and quality update customer base on 5W through the ticket and phone call.
  • Request and provide timely value based escalation.
  • Update and provide hourly or when new update is acquired a status comment in the ticket.
  • Review and analyses of historical data about UROS and RFR missed opportunities.

    Incident Management:

  • Ensure due diligence in triaging incident are performed by the shift.
  • Accountable to drive UROS and RFR reduction.
  • Collaborate with peers to ensure proper turnover and sharing of knowledge about incident and best practices.
  • Accountable and urgent in resolving incident.

    Responsibilities:

  • Ensure that all tickets are handledd with outmost urgency in order to pass the SLA of Time to Response and Time to Resolve as dicated in the SLA contract of the customer.
  • Comply and adapt with the tools used to support customer and the business.
  • As staff within the Nisource, comply with all the internal processes the LOB has in place.
  • Timely and appropriate responses to voice or email communications especially on escalation received from the customer, PMO and other stake holders of the account and should not be limited to Nisource and internal Verizon only
  • Ensuring Aging Tickets are escalated, worked on a timely manner
  • Team player that shares and present ideas through brownbag sessions.
  • Develop team members.

What we’re looking for...

  • Bachelor's degree or four or more years of work experience.
  • Four or more years of relevant work experience.
  • Experience in Telco and IP Network including vendor equipment and application such as CISCO, JUNIPER, TELLABS, ARUBA, any Security device, Microsoft, Linux.
  • A CCNA/CCNP.
  • At least a certified ITIL Foundation.
  • Strong knowledge and experience in IP Networking and switching and routing troubleshooting.
  • Knowledge and experience in programming and database administration.
  • Demonstrated a solid networking project skills.
  • Demonstrated a solid circuit testing and troubleshooting skills.
  • Strategic thinking and analytic skills.
  • Very good presentation skills with high confidence delivering report to bigger audience.
  • Willingness to work in a 24/7 dynamic work environment.
  • Willingness to work during weekends and holidays.
  • Proficiency in written and verbal ENGLISH

When you join Verizon...

You’ll have the power to go beyond – doing the work that’s transforming how people, businesses and things connect with each other. Not only do we provide the fastest and most reliable network for our customers, but we were first to 5G - a quantum leap in connectivity. Our connected solutions are making communities stronger and enabling energy efficiency. Here, you’ll have the ability to make an impact and create positive change. Whether you think in code, words, pictures or numbers, join our team of the best and brightest. We offer great pay, amazing benefits and opportunity to learn and grow in every role. Together we’ll go far.