About the role

This role is essential for managing communication between our customer service desk community and our operational teams. As the role holder you will be responsible for managing the life cycle of incidents through appropriate jeopardy and escalation management. Also as part of this function you will be responsible for working with our supplier base to report and manage in life customer incidents that are caused by issues in their network. This will require strong escalation management skills, articulately explaining our requirements with a global supplier base working to achieve our product SLA’s. This is an essential role for keeping our customers informed during service outages and pushing external 3rd parties to resolve incidents in an efficient manner. 

What you’ll be doing

•    Ensure platform stability and service performance 
•    Support major incident management and service restoration end-to-end 
•    Deliver against KPIs, SLAs and operational performance targets 
•    Drive service improvement through data, RCA and defect management 
•    Excellent communication skills
•    Escalation management through clear and concise communication
•    Well organised and understanding process

Essential Skills / Experience

•    3+yrs relevant experience of global platforms (Optical, IP, Voice) and their operational management 
•    Excellent communication skills with suppliers, senior stakeholders and customers 
•    Ability to prioritise and manage competing operational demands 
•    Proven problem-solving and analytical capability 
•    Resilient and adaptable in a fast-paced environment 
•    Collaborative approach across global teams and suppliers 
•    Strong customer focus and service ownership 
 

Desirable Skills / Experience

Our Package