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:
Raising and cl osing incident tickets, interfacing withVCS Service Desk (owner of the Custome r relationship). Vodafone Local markets will interface directly with GSD.
Keeping all the Stakeholders informed on any fault progress.
Reporting activities informing Key Account Management and Destinatio n Management informed of allfaults raised and solved with each Carrier.
This team reports incidents, changes and problems to the carriers or gets their feedback for them and clearly document impact.
Fir st Line Monitoring team will be managing alarms related to the different platfo rms in OSS Tools (Netcool or alternative tools).
First Line Su pport will verify reportedincidents, do an impact analysis and provide first f ix where applicable
Support other processes like Incident-, Pr oblem- and Change Management
Interface Vodafone local marketsand Altran service desk for managing incidents.
Interface into Voice quality service assurance team and also into all relevant 2nd level func tions for advanced support
Confirm all Fault Fix and Retest a s required.
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
any graduates having relevant experience. BE, BSC