Overview
Junior Application Monitoring Engineer
Permanent position with eir evo
Objectives
As part of our ongoing reshaping within eir evo our strategy has been to re-position eir evo as an integrated telecommunications and information technology services provider. As part of the Manged Service team, this role has responsibility to be an integral member of a team which will develop into a centre of excellence that consolidates all of our internal support structures into a single ISO compliant response centre within er evo Objectives include:
1. Act as a key member of a team within an ISO Managed Service Centre that acts as a single customer response centre across all of solutions delivered within eircom business.
2. Demonstrates best practice focused on Customer Response management and SLA/order management. Result will be that teams will execute consistent excellent service management that produces consistently high levels of customer satisfaction.
3. Support effective SLA/Order management within the Service and Assure team as well as other eircom Business functions and our clients
4. Participate in a shift rota
5. Successfully delivering the target Customer Experience
6. Management of and compliance with customer SLAs
7. Work on own personnel development to contribute to the capability of the Customer Response team
Tasks
Participation in cross functional teams which manage sizeable orders / projects for Business customers
8. Order Processing
9. Call handling
10. Projects
11. To complete forms/service orders on the appropriate systems to process customer requests and transactions. Pro-actively updating the customer during the life cycle of the order/request
12. To work on activities/ projects as required by the business, liaising with customer on progress of same
13. Remote provisioning/service request including CPE
14. Online resolution
15. Single point of contact for assigned customers, which will require report generation, ongoing review of service levels with their customers to ensure that all explicit and implied service level commitments are being met. This will be done through regular conference calls, and occasional face to face meetings.
16. Support all elements of a customer delivery, liaising with project managers, and contribute to the management of the customer relationship.
17. Provide support for all elements of our complex SLA solutions which combines interfacing with relevant parts of eir and third parties.
18. Contribute positively to the overall team culture and vision
19. Manage own personal development effectively
20. To understand the regulatory, fair trading and competition rules sufficiently. To maximise personal contribution to the team:
21. Support other team members in the achievement of their key objectives
Key Performance Indicators
22. SLA Metrics
23. Adherence to Performance Management process.
24. Customer satisfaction metrics
25. Online resolution
26. Customer Experience improvements related to delivery
27. Support ISO compliance
Competencies
Business Competencies
28. Results Focus
29. Customer Focus
30. Problem Solving
31. Business focus
People Competencies
32. Teamwork
33. Oral and Written Communication
34. Interpersonal Skills
35. Influencing and winning commitment
Experience
36. Experience – Min 2 years industry experience
37. Industry Background – Comms/ICT
38. Knowledge of Business core ICT solutions portfolio
39. Knowledge of Fixed Line Telecoms technology and infrastructure