Recovery Manager SMC EMEA Operations en MADRID, ES

AREA:

Service Management Center supporting telco services for Telefonica multinational customers

MISSION:

Lead the Technical and attention team that manage the incidence, looking for reduce the service impact for end customer, incidence get solve into SLAs commitments and managed service are delivered with complete functionality and excellent quality.

MAIN DUTIES:

• Lead the Incidence Management team reducing the service impact and solving into SLAs commitments.
• Lead the customer attention taking into account criticism, methodology that is needed for every type of service or customer.
• Define Operative improvements and economical efficiencies in the operative team under its responsibility to fulfill the KPIs and Economic objectives.
• Assure the correct execution of operative processes, correct tools management.
• Assure that technical knowledge is applied and is well managed.
• Technical knowledge and troubleshooting guides documentation.
• Lead transformation project into Operations.
• Lead “clima Laboral” improvement under its responsibility.

If you join Telefónica

You join almost 100 years of history, you join a team of 106 nationalities present in more tan 35 countries. You join a team that works to connect people wherever they are. We are leading the digital revolution with the enthusiasm of the first day in all our businesses, creating the best digital ecosystem for our clients: network, IoT, cloud, security, innovation etc. Here, at Telefónica you count with everything you need to be the best you. We need people like you that wants to take this challenge of creating the Telefónica of tomorrow.

#WeChooseEveryone

Our diversity makes us stronger and competitive. There is a place for everyone as we are. At Telefonica we work over 125.000 people from 106 different nationalities, seize and this opportunity. We choose it all… and yes, we choose everyone.