JOB DESCRIPTION / ROLE
What you'll do
Role purpose:
To act as high touch technical expert for top strategic enterprise customers to enhance all complicated problems MTTR & to maintain customer satisfaction through understanding their technical solutions & expectations to enhance their NPS.
To ensure smooth relation with top enterprise customer technical teams by operating their products in way that is satisfying the necessary operational and quality requirements.
Key accountabilities and decision ownership
- Act as focal technical point for top enterprise customers for 24 hours (on-call basis). Meet technical SPOCs for customers and build relationship with them. Lead all their incidents.
- Understand all their solutions for current and digest & anticipate their needs and recommend with VBU a tailored solution.
- Specifies and applies appropriate analytical techniques & deep assessment from operational point of view on the solutions they receive from Vodafone to create information which supports business decision-making.
- Drive, maintain and improve all customer services KPIs received from Vodafone, enabling the identification of performance deviation versus targets and define corrective actions plan.
- Owns, investigate, and manages all customer incidents & manage resolution in a clear differentiated customer experience. Adding proactive monitoring approaches for better customer experience.
- Reports and manage monthly analysis for customer incidents. Formats and communicates results to enhance customer products and service delivery.
REQUIREMENTS
Core competencies, knowledge, and experience
- 6-10 years of experience in IP Networks technologies.
- Superior Leadership skills.
- Effective communication & influencing skills.
- Excellent analytical & decision-making skills.
- High Interpersonal and organizational skills.
Must have technical / professional qualifications:
- BSc of Engineering in Telecommunications or Computer science.
- Advanced knowledge of IP network technologies.
- Advanced knowledge of Fixed enterprise solutions (Connectivity , Messaging, IoT etc)
- Project management proficiency.
ABOUT THE COMPANY
At Vodafone, we are known for our technology, but the truth is, it is humanity that drives our business forward. With the global pandemic raising so many questions for tech brands, it has highlighted the leading role that we need to play.
We believe that, when working together, humanity and technology can find the answers and create a better future for all.
Working at Vodafone is all about helping people feel ready to benefit from new technology. We bring the future to even the most remote places, using technology to help families in disaster zones, showing young people that a phone is not just for fun and thinking about technology that doesn’t even exist yet.
