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Service Manager

Bratislava, Bratislava, Slovakia

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Description

Working hours: EMEA

Technical Service Manager (SM) ensures that AT&T products and services are supported to operational contractual commitments and service level agreements. The SM has overall ownership of the Customer Service Experience (customer satisfaction) and builds relationships of trust and integrity with designated customers by demonstrating a comprehensive understanding both customers’ business requirements and the AT&T products and services that are used to support these requirements

Roles and Responsibilities

• To act as a customer advocate and the point of contact for all internal and external requirement, inquiry and escalation .
• Engagement with multiple internal and external teams to ensure smooth implementation of customer .
• Single Point of Contact for routine technical activities to ensure smooth coordination between AT&T engineering teams and Customer technical project teams.
• Supporting across Assurance, Delivery and Billing which will include all products and services provided to the customer by AT&T along with Network Integration and 3rd party services .
• Formulate action plan as needed for network availability, service assurance, service reliability, fault management, trouble resolution, customer billing and cost control.
• Provide first hand analysis during a fault condition and to engage appropriate internal and external partners to isolate the trouble within the agreed SLA .
• Update AT&T operational teams with details of network changes to ensure that any genuine fault conditions which occur are quickly established and acted upon.
• Providing Client facing reports which will include analysis and recommendations based on available data/reports such as capacity management, site resiliency , network audit etc.
• Creating and managing Customer specific service guides and service Improvement plans
• Participation/Leadership on Client calls along with regular governance calls and to conduct stewardship meeting with the customer leadership team .

Qualifications

Key Competency and skills:

• Excellent leadership and interpersonal skills.
• Ability to perform proactively to ensure customer satisfaction.
• Ability to lead corrective action teams ; persuasive and diplomatic Ability to multitask in a complex environment and deliver to timescales Pragmatic, lateral thinking and problem-solving skills • Ability to work in isolation and on own initiative in highly pressured situations

Requirements:

• At least 8 years’ experience in a global network service role, out of which at least 5 years with a customer facing role .
• Bachelor’s degree in Engineering or equivalent qualification.
• Must be fluent in English and Spanish ( both speaking and writing ).
• Candidate must be CCNA certified with thorough knowledge of WAN, LAN & Wireless Technologies
• Good understanding of the AT&T Business portfolio and technology which includes SDN/NFV technologies such as Velocloud SD-WAN OTT, Velocloud , Silverpeak etc.
• Must be willing to travel on business requirement and ability to work under pressure and when required outside business hours

Salary from 3420 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.


Job ID 1947604 Date posted 10/03/2019

I will never regret my decision to start working in AT&T. It's changed my life.

Pros

Higher salary than the average in the region. Good cooperation within team and other teams. Opportunity to grow - you are not stuck in one position if you have the will to go further.

Cons

There is a great fluctuation of people in some teams which make it difficult to rely on co-workers. Sometimes it is tough to understand all those English accents from all around the world

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Perks

  • Health Coverage

    On top of sickness compensation, you’re covered with a private medical program, plus extensive life and disability insurance.

  • Employee discounts

    All our people earn discounts on the latest and greatest AT&T products and services.

  • Bonuses

    Earn extra pay for major life events and our annual team awards.

  • Team building events

    Connect with your coworkers at sports games, cultural events and other outings.

  • Lifestyle discounts

    Make your life better and more fun with discounts on select tickets, memberships and more.

  • On-site parking

    Parking right by your office makes travelling to work even easier.

  • Educational Opportunities

    Our award-winning AT&T University can help you learn new skills and grow your career.

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