Incident Manager Mobile
Liberty Global
Netherlands, Schiphol Rijk
2 dagen geleden
source : UPC Schweiz GmbH

Job purpose

  • Be part of the Mobile Service Management Center team within the Mobile Operations function, responsible for solving all mobile customer complaints, triaging and dispatching of all Mobile services within Liberty Global footprint
  • Primary focus of this role is to ensures that standardized methods and procedures are used for efficient and prompt handling of all incidents in order to minimize the impact of incidents upon service quality and consequently identifies opportunities to improve the day-
  • to-day operations of the organization

  • This is global role with multi country responsibility, operating a mobile centre of excellence model accountable for providing Mobile Service Assurance & Governance services across mobile footprint
  • Key Accountabilities

  • End to end responsibility for the management, communication, escalation, investigation and resolution of all incidents, ensuring Business / Customer updates are timely and of sufficient quality, arranging discussions and updates as required
  • Leading and driving fastest possible incident resolution and restoration by engaging the right teams and leaders from across the organization at the right time
  • Driving, developing, managing and maintaining the mobile (major) incident process and associated procedures across all teams
  • Document post incident recovery steps in order to establish Root Cause, aid in process improvements, identify deviations and to enable creation of a knowledge base
  • Monitoring the production Incident queue with particular focus on high priority and / or aged incidents ensuring that incidents are maintained at the right status
  • Monitor and ensure appropriate and agreed incident related SLAs and KPIs are met and ensure proper measuring and continuous improvement of incident delivery, drives quality management
  • Ensure that appropriate and effective communications are in place for all stakeholders
  • Knowledge & Experience

    Preferred education / qualifications :

  • Bachelor / Master’s degree in Telecommunications, Business Administration, Computer Science, IT, or equivalent
  • Minimum alternate industry experience of 3-5 years in large carrier Telco or Cable provider with International presence across Europe
  • Specific Knowledge & Experience :

  • Minimum 3 years technical service delivery with proven track record in successful (major) incident management, technology implementation and end to end service improvements gained within a large commercial environment
  • Deep understanding and experience of technologies, supporting tools, platforms and solutions
  • In-depth E2E technical knowledge and understanding of Mobile Services (Networks, IT-stack, Core platforms)
  • Expertise in driving operational efficiencies
  • Good understanding of key business process
  • Thorough knowledge and certifications in eTOM / ITIL Service Management certificate and processes
  • Certification in project management is a plus
  • Fluency in English both written and spoken and preferable 1 other European language
  • Specific Skills & Abilities :

  • Co-creates and executes Strategy Implements on the T&I objectives as reflected in the company’s strategic objectives and the pillars of one promise, one plan, one company
  • Innovates with a customer focus Surprises and delight our customers and innovates based on the needs of tomorrow
  • Entrepreneurial Drive for Results Tenacious and relentless in their drive for results. Striving to achieve simplicity for our customers and employees
  • Lives One Company Works across our matrix / footprint to achieve the best outcome for the business, our customers, employees and shareholders
  • Leads and Inspires Authentic, transparent and considerate. Works hard to create a Winning Team
  • Strong written and verbal communication skills, ability to form business relationships across multiple locations
  • Strong vendors management skills in service oriented based environment
  • Strong KPIs monitoring capabilities and skill sets
  • Problem solving and root cause identification skills
  • Ability to work efficiently in a high demand, team oriented, and fast-paced environment
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