Role purpose:
Supervising teams consisting of 20-30 FTEs, ensuring the maintenance of KPIs on team level and people management.
Key accountabilities and decision ownership:
• Continuous people coaching to elevate performance on Individual level and following up them.
• Implementing action plans in case of inconsistent performance and following up on them.
• Handling any requests raised by the team and reporting it to the management.
• Monitoring team performance and ensuring to meet the KPIs.
• Implementing quality measurements and following up them.
• Reporting on Team performance to management.
Managing the agreed process of fixed net:
• Accepting the order from RTM team
• Checking all the scanned attached PDFs (signed contract by the customer, mail thread between the customer and the sales).
• Comparing the attached PDFs with the entered data in the system, assigned SPOC for the customer
• Verifies all technical and non-technical
data (company name, line type, bandwidth, and customer’s address, location of the server room and location of Telecom plugs).
• Sending the welcome letter (automatically generated mail by the system includes the product’s name and related data).
• Order needed lines type (Coaxial cable,Twisted Pair, Fibre-Optic Cable) is from Telecom or Vodafone Cable Deutschland depending on the access that the customer requested (SDSL, ADSL, VDSL, Ethernet, etc.).
• Checking if the customer has already existing lines and /or does not need new lines.
• Contacting Telecom or CableDeutschland for line ordering.
• LLM (Leased Line Management) checks the issued order and verifies the data of the assigned SPOC for the installation and sends the order to the provider.
• Creating a configuration remedy ticket to the engineering team
• Requesting the needed hardware type(router and modem) from the shipping vendor in Germany (TNT).
• Documenting team, the topology of the customer through Vodafone network and infrastructure in Germany including the location of the customer.
• Receiving a technician for the final activation of the hardware on the customer’s side.
• Sending a ticket with all the needed activation data to the engineering team.
• Closing the order and activates the billing for the customer.
Core competencies, knowledge, and experience:
• 3+ Years of Experience in Fixed area or in a technical service role
• Knowledge of all different line types (cupper, Cable etc.)
• Knowledge of all types of hardware (routers, modems, switches etc.)
• Full knowledge of all access types (SDSL, ADSL, VDSL, Ethernet, etc.).
• Able to handle complex German conversation
• German Language Skill 4 according GER = C1 (accent free)
• Excellent typing skills
• Very good understanding of numbers
• Technical understanding of the different processes.
• Certificate or proven track in one of the following fields (Agile, IT Service
• MS Office (Outlook, Word, Excel, Access)
• PD rating (not labelled or Top Performance) and above in the last end year and if contractor it will be supervisor feedback on.
• Basic commercial knowledge is desirable
• Ability to travel at any time upon BCP or training need
Must have technical / professional qualifications:
Perfect handling and Monitoring of Technical systems
• SAP
• CCM/CCB
• KBA
• eTop
• Idefix
• Sharepoint.
• MS-Office.
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