What you’ll be doing...

  • Managing and providing communications (internal and external as required) for high level customer escalations, be that via telephony, bridge, email as required.
  • Proactive management for top tier Customers.
  • Managing critical sites and High Voltage events as per the Major Incident Management (MIM) processes.
  • Producing written Incident Reports within SLA up on request as per the MIM process.
  • Sending the report containing high profile fault tickets every day to the International Repair organization to highlight those tickets most in need of focus, as per the MIM handover process.
  • Communicating to the relevant International organization any large network outages and data centre issues that are impacting International customers as per the processes and criteria.
  • Building close working relationships with our internal and external customers.
  • Actively checking the top priority customer fault tickets to look for a history or repeat issues and action as per the chronic process.
  • Pro-actively managing ETMS fault tickets and be available on the telephone as outlined on team performance targets.
  • Completing all Verizon mandatory and additional training as agreed with line manager.
  • Awareness of and adherence to Verizon corporate policies and of procedures such as CPI-810, as well as compliance with departmental policies, ISO9001 and ISO27001 requirements.

What we’re looking for...

You'll need to have...

  • Bachelor's degree or relevant work experience.

Even better if you have...

  • A degree.
  • Product and service level knowledge of IP, data, security, cloud, managed services and transmission technology.
  • ITIL foundation qualification.
  • Experience with Microsoft Office applications.
  • General knowledge of business strategy and future intentions.
  • Problem Solving: Structured approach to questioning and adopting a logical troubleshooting methodology to manage and coordinate multiple tasks within deadlines.
  • Ability to adapt quickly and effectively.
  • Ability to and being comfortable with taking charge of high pressure situations, such as conference calls and customer meetings, at all levels of management.
  • Ability to pro-actively work and drive major escalation faults, projects and tasks within all areas of the business and external third parties without management intervention.
  • Excellent level of written and verbal communication skills, including presentations, and ability to represent the Major Incident Management (MIM) organization and Client Service Assurance team in a customer facing (internal and external) situation in a professional manner.
  • Customer focus and understanding of the importance of exceeding customer expectations.
  • Demonstrated ability to contribute to the teams overall output, actively contributing in team meetings and providing constructive feedback.
  • Knowledge and practical use of time/workload management and prioritization. Respecting the team’s punctuality and hours of work.

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.