You will play a key role in the NI Care delivery Americas IP Organization, reporting directly to the NI Care Manager- Brazil, being part of IP Care Delivery team in Brazil.

You will be recognized and acknowledged as a Subject Matter Expert across the broad IP Networks product portfolio, combining deep technical expertise and proficiency together with the highest-level of soft-skills, to deal the most challenging IPN technical issues across the region.

You will be part of IP Care Delivery team that provides 24x7x365 support and assistance for the delivery of Technical Support Services in the region, ensuring excellence in service delivery (committed customer SLAs - respond, restore, resolve) whilst also achieving optimal case-handling efficiency. On top of this, the team will be handling Incident Management, Customer Escalations, periodic ticket review with customers and being the first point of escalations for Care related issues for internal and external customers in Brazil market.
 

Degree in Computer science, information technology, network engineering, or Telecommunications engineering. Around 5-9 years recognised and acknowledged subject matter expertise across the broad IP Networks product portfolio, combining deep knowledge of theory and years of applied practical experience. Excellent interpersonal, networking and customer & internal stakeholder management skills with proven application in current/past roles.  At Least advanced English skills.

It would be nice if you also had:

A thorough understanding of the Care Business, from Pre-sales / Business development through to Post-sales implementation, with a knowledge of tendering on Services / maintenance requirements. Good understanding, knowledge and appreciation of other parts of the NI Business outside of IP Networks ie. Optical Networks and Fixed Networks, to work on cross-NI issues and potential business opportunities and efficiencies. Good understanding, knowledge and appreciation of other parts of the Services Business ie. Professional Services, Deployment Services and so on, to identify and enable cross-SBU business opportunities.

  Provide L2 remote technical support on internal & external service requests. Being part of technical support engineers who provide CTS/CTA functions: Provide 24x7 Incident Management for customers in Brazil Manage customer experience during outage Provide assistance and escalation support to TAC during outage Ensure outage data in SF is accurate for TL9000 and internal reporting Assist with ticket follow-up through restoral/resolution/closure Coordinate and deliver RCA reports to Customers Lead Customer escalation management Lead customer ticket review meetings to ensure SLAs are met Analyze and deliver service delivery performance reports Ticket/Hot Issue management and prioritization Assist support teams with customer network knowledge/language translation New customer orientation (support portal) and readiness for support (i.e. remote access, processes) Manage and mitigate "end to end" risks on customer Service Level Agreements (SLAs) while maintaining high level of customer satisfaction. Analyse Technical Support activities and provide recommendations for continuous improvements. Interact and communicate with the Customers, when required. Promote and support the usage of the various tools developed by SBU NI Care team and others, to drive case efficiency & service excellence. Ensure all Global Processes are well communicated and adhered to by the team. Develop trust and maintain good relationships with customers and partners. Build, Strengthen and Maintain key relationships with the broader Care community in the region eg. NI Care Delivery Country / Cluster Leaders, Program Office, Business Office etc. Build, Strengthen and Maintain key relationships with the various PU (L3 TEC and R&D) communities and leadership to ensure the highest levels of collaboration and teamwork focussed on Service Delivery goals & objectives. Build, Strengthen and Manage key relationships and stakeholders within the RBC / BC Community across the region, balancing the needs & demands of our customers and the RBC / BC, with the committed SLAs and the capabilities / capacity of the IPN L2 Care RDC.