Major Incident Manager
- Ostrava, Czech Republic
- Full-Time Customer Service
- Job # 537107
- Date posted - 2019-12-30
What you’ll be doing...
We’ve got more than the industry’s best technology—we’ve got the industry’s best service as well. When a customer has a problem, you’ll be the one to help them out (even if it means getting a little creative), and if you can’t fix it, you’ll find someone who can. You’ll be the face of our company to our customers, ensuring that every interaction is a best-in-class experience.
- Manage and provide communications (internal and external as required) for high level customer escalations, be that via telephony, bridge, and email as required.
- Proactive management for top tier Customers.
- Manage critical sites and High Voltage events as per the IME processes.
- Produce Written Incident Reports within SLA up on request as per the IME process.
- Send the report containing high profile fault tickets every day to the EMEA Repair organization to highlight those tickets most in need of focus, as per the IME handover process.
- Communicate to the relevant EMEA organization any large network outages and data center issues that are impacting EMEA customers as per the processes and criteria.
- Build close working relationships with our internal and external customers.
- Actively check the top priority customer fault tickets to look for a history or repeat issues and action as per the chronic process.
- Pro-actively manage ETMS fault tickets and be available on the telephone as outlined on team performance targets.
- Complete all Verizon mandatory and additional training as agreed with line manager.
- Awareness of and adherence to Verizon corporate policies and procedures such as CPI-810, as well as compliance departmental policies, ISO9001 and ISO27001 requirements.
Hours of Attendance:
- 24x7 Shift Hours as per Duty Planner may change as business dictates.
What we’re looking for...
You'll need to have:
- Bachelor's degree or relevant work experience.
- Fluency in English - both verbal and written.
- Experience with Microsoft Office applications.
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.
- Knowledge of business strategy and future intentions.
- Ability for a structured approach to questioning and adopt logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.
- Ability to adapt quickly and effectively.
- Ability to, and is 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 would be able to represent our organization and Client Service Assurance team in a customer facing situation in a professional manner.
- Customer focus and ability to understand the importance of exceeding customer expectations.
- Ability to contribute to the teams overall output, actively contributes 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.
