When you join Verizon

Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.

What you’ll be doing...

  • Lead a group of teams that provide 24/7 1st level technical support to Verizon Managed Customers by performing fault identification, diagnosis, correction and other technical support requests.
  • Take responsibility for the performance of your teams against defined business and quality targets set as clear KRA’s and report against the KRA’s.
  • Provide your teams with direction, guidance and support in dealing with customer escalations and incident or problem prioritisation.
  • Initiate, lead and participate in projects and other initiatives for improving the quality, efficiency or effectiveness of the services provided by EMS and the associated processes and products. Also, provide input to special bids (eIAR) and product development projects.
  • Maintain relationships between EMS and other Verizon departments as well as customers.
  • Manage Senior and Executive Management Escalations appropriately, keeping balanced communications, internal and external at all levels.
  • Comply with ISO9001 and ISO27001 standards to meet certification requirements and adhere to Verizon's security policies CPI-810.
  • Provide an excellent working & mentoring environment for career progression of Verizon staff.
  • Team staff management for Verizon staff: Manage Time tracking, Absence reporting/planning, staff Training & Development, Performance monitoring & providing feedback, Recruitment, Interviewing & Selection and technical/process/procedure support.
  • Ensure your staff has the tools and resources to be able to achieve their goals.
  • Undertake personnel related tasks including interviews, disciplinary actions and staff appraisals in accordance with company policies and procedures.
  • Ensure all review, assessment and CPT activity is undertaken in a timely manner.

What we’re looking for...

You’ll need to have:

  • Bachelor’s degree or relevant work experience.
  • Willingness to travel.
  • Fluency in English.

Even better if you have:

  • ITILv3 certified or demonstrated working knowledge of the ITIL framework.
  • Technical ability: Product and service level understanding of supported products and the underlying IP, data and transmission technologies
  • Problem Solving: Structured approach to questioning and adoption of a logical troubleshooting methodology.
  • Presentation skills and ability to represent the EMS organisation and Management team in a customer facing (internal and external) situation in a professional manner.
  • Ability to remain customer focused and the understanding of importance of exceeding customer expectations.
  • Ability to work efficiently as an individual whilst contributing to the teams overall results.
  • Knowledge and practical use of time/workload management and prioritisation.
  • Knowledge of coaching skills in order to interact with engineers and team leaders.
  • Ability to mentor staff and where necessary perform performance related monitoring.
  • Ability to motivate groups to meet / exceed performance targets.
  • Ability to adapt quickly and effectively
  • Experience and the ability to lead a team effectively.
  • Experience and the ability to manage issues / situations effectively.
  • Effective delegation skills, collaborative, directive and permissive styles of management.
  • Experience in working in a network or technical customer services environment in previous roles.

Moving the world forward together

Our credo is at the core of the
V team culture.  

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