Consultant, Operational Support
5 months ago
**CTC007335 - Consultant, Operational Support**:
**Type d'emploi: Contract**:
**Durée: Eleven months**:
**Mode de travail: Mixed**:
**Description**:
IMPORTANT
Bilingual a must
Hybrid role - 2 to 3 days required from the office
Key Responsibilities:
Available 7/24 for escalations one week per month on a rotation basis
Responsible to implement solutions to improve the customer experience
Active participation on major incidents through their lifecycle in order to meet expected SLA / SLOs up to resolution
Ability to provide leadership and technical guidance on Major Incident conference calls.
Proactive approaches to eliminate problematic trends
Produce and Review Post Mortem Reports in a timely manner
Facilitate Governance meetings with various partners (Help Desk, Network & Field Services)
Coordinate with internal teams, customer, partners and suppliers to establish communications and manage expectations
Ensure quality control on Problem/Incident activities
Meet with Customer Service Account Managers on a regular basis to present results and action plans related to Problem Management activities
Provide communications to internal business groups and executives throughout the Problems record life cycle
Identify service improvement opportunities and analyze Risk Assessments
Acts as the single point of contact for all customer escalations and service assurance related issues
Top 3 skills sets and qualifications
- Availability,
technical skills (LAN and WAN technologies, VoIP, Security),
reliability
Essential qualifications:
At least three years industry experience.
Excellent knowledge of the telecommunications sector, including the following areas:
Data centers
Managed services (voice and data)
LAN and WAN technologies
Security solutions
Voice over IP (VoIP)
Desired qualifications:
Degree in electrical engineering, computer science or equivalent
Certification training from Cisco, Juniper, F5 and similar network vendors
Knowledge of Microsoft Office products
Knowledge of ITIL fundamentals
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