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. This role, within the Managed Service team, is responsible for developing into a centre of excellence that consolidates all internal support structures into a single ISO-compliant response centre within eir evo. Objectives include:
* Act as a key member of an ISO 20001 Managed Service Centre that serves as a single customer response centre across all solutions delivered within eircom business.
* Demonstrate best practices in Customer Response management and SLA/order management to ensure consistent, high-quality service and customer satisfaction.
* Support effective SLA/Order management within the Service and Assurance team, as well as other eircom Business functions and clients.
* Participate in a shift rota.
* Deliver the targeted Customer Experience.
* Manage and ensure compliance with customer SLAs.
* Contribute to personal development to enhance team capability.
Tasks
Participate in cross-functional teams managing sizeable orders/projects for Business customers, including:
* Order Processing
* Call handling
* Project management
* Completing forms/service orders, updating customers proactively throughout the order/request lifecycle
* Working on activities/projects as required, liaising with customers on progress
* Remote provisioning/service requests including CPE
* Online resolution
* Serving as a single point of contact for assigned customers, generating reports, reviewing service levels through regular communication
* Supporting all elements of customer delivery, liaising with project managers, and managing customer relationships
* Supporting complex SLA solutions involving interfacing with relevant parts of eir and third parties
* Contributing positively to team culture and vision
* Managing personal development effectively
* Understanding regulatory, fair trading, and competition rules to maximize contribution
* Supporting team members in achieving their objectives
Key Performance Indicators
* SLA metrics
* Adherence to Performance Management processes
* Customer satisfaction metrics
* Online resolution effectiveness
* Customer experience improvements
* Supporting ISO compliance
Competencies
Business Competencies
* Results Focus
* Customer Focus
* Problem Solving
* Business Acumen
People Competencies
* Teamwork
* Communication Skills
* Interpersonal Skills
* Influencing and Commitment
Experience
* Minimum 2 years industry experience
* Background in Communications/ICT
* Knowledge of Business ICT solutions portfolio
* Knowledge of Fixed Line Telecoms technology and infrastructure
Candidates must be eligible to work full-time and long-term or hold a valid long-term work visa for the specified location.
eir evo, eir evo talent, and our clients are equal opportunity employers committed to diversity and compliance with Data Protection laws.
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