Expire bientôt VODAFONE

Assistant Manager

  • Pune (Pune)
  • Développement informatique

Description de l'offre

Providing superior technical support for some of the latest technology services like Voice over IP solution s for global customers.

Managed Service, available 24x7x3 65.

The Global Service Desk (GSD) , First Line Support (FLS) and First Line Monitoring (FLM) functions will be delivered by the same team

Teamis responsible in the International Voice i nterconnection for:

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Raising and cl osing incident tickets, interfacing withVCS Service Desk (owner of the Custome r relationship). Vodafone Local markets will interface directly with GSD.

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Keeping all the Stakeholders informed on any fault progress.

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Reporting activities informing Key Account Management and Destinatio n Management informed of allfaults raised and solved with each Carrier.

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This team reports incidents, changes and problems to the carriers or gets their feedback for them and clearly document impact.

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Fir st Line Monitoring team will be managing alarms related to the different platfo rms in OSS Tools (Netcool or alternative tools).

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First Line Su pport will verify reportedincidents, do an impact analysis and provide first f ix where applicable

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Support other processes like Incident-, Pr oblem- and Change Management

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Interface Vodafone local marketsand Altran service desk for managing incidents.

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Interface into Voice quality service assurance team and also into all relevant 2nd level func tions for advanced support

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Confirm all Fault Fix and Retest a s required.

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Delegated rerouting as agreed with VCS Destination Management.

First level interface: Between VCS / OpCo / Carrier Service Desk and the other VCNO+ VCS +IT Se rvice management processes

Information Management: Escalation / Information/ Ticket

Customer SLA Management

Customer reporting

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Profil recherché

Qualifications :

any graduates having relevant experience. BE, BSC