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Technical Operations Manager
2 maanden geleden
This position serves as a crucial link between Avaya Operations Services and its clientele, focusing on ensuring customer satisfaction while adhering to operational service level agreements dictated by contractual commitments. The individual in this role is responsible for fostering and sustaining customer relationships, acting as the primary operational contact for the scope of services provided to clients. A strong emphasis on customer service, comprehensive knowledge of the company's offerings, and expertise in ITIL core processes are essential for effectively navigating resources across various technical teams to facilitate prompt issue resolution. This role demands an independent worker capable of managing multiple clients with intricate configurations, backed by a solid technical foundation. A thorough background check, including a VOG (Verklaring Omtrent het Gedrag) and a signed NDA, will be required for this position.
Candidates must be Dutch citizens or possess a DigiD.
Key Responsibilities- Build and maintain relationships with clients for designated accounts.
- Resolve technical issues efficiently.
- Act as a customer advocate and escalation point for the service delivery team, available 24/7.
- Stay informed about all customer projects and changes.
- Lead critical client escalations related to incident management.
- Conduct briefings for customers and management regarding operational decisions and scheduling needs.
- Collaborate on billing inquiries, contract requests, SOW issues, upsell opportunities, and entitlements.
- Ensure compliance with service level agreements and provide reporting.
- Conduct operational reviews as specified in contracts.
- Prepare presentation materials for customer-facing reports and internal leadership discussions.
- Offer technical guidance and support to Avaya customers regarding the Avaya platform.
- Understand customer business requirements and develop appropriate solutions.
- Serve as an escalation point and assist in resolving technical challenges.
- Generate performance and billing reports on a monthly basis.
- Participate in monthly service reviews with Avaya customers and internal teams.
- Support planned maintenance activities.
- Address queries related to reports or system functionalities.
- Undergo and pass security clearance as mandated by Avaya customers prior to the commencement of services.
EXPERIENCE:
- Security clearance is mandatory.
- Familiarity with ITIL and ITSM, with a preference for foundational certification.
- Experience in ITIL roles related to incident, problem, change, and release management processes is preferred.
- Proficient in Microsoft Office Suite (Excel, Word, PowerPoint).
- Previous experience in the telecommunications sector is advantageous.
- A minimum of 5 years of technical knowledge regarding Avaya platforms and capabilities is preferred.
- Experience in customer-facing roles is essential.
- Background in technical roles is required.
- Ability to collaborate across organizational boundaries to drive issue resolution.
- Must undergo and pass security clearance as required by Avaya customers before the service start date.
REQUIRED QUALIFICATIONS:
- Avaya ACSS (Avaya Certified Support/Solution Specialist) and Avaya ACIS (Avaya Certified Implementation/Integration Specialist) certifications are required.
- At least 10 years of hands-on technical experience with Avaya Unified Communications products, including:
- Avaya Communication Manager, System Manager, Session Manager.
- Avaya Presence and UC Products.
- Avaya Applications Enablement Services (AES).
- Avaya Session Border Controller (SBC).
- Avaya Aura Media Server (AAMS).
- In-depth understanding of the contact center environment and business needs, including Avaya CC products such as Avaya Oceana, Analytics, Avaya Experience Portal, Callback Assist, Control Manager, Avaya Aura Device Services, Avaya Workspaces, Avaya Aura CC Elite, Verint Call Recording, Verint Workforce Management, and Verint Engagement Management.
- Familiarity with Avaya infrastructure, including Pod-Fx, VMware, cloud data center services, networking infrastructure, and third-party systems (e.g., F5 load balancers).
- Understanding of networking concepts, topologies, and infrastructure.
- Knowledge of integration components and strong documentation skills (including reports, Visio diagrams, action plans, and updates to technical and functional documents).
