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 :
- 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.
- 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.
- Support effective SLA / Order management within the Service and Assure team as well as other eircom Business functions and our clients
- Participate in a shift rota
- Successfully delivering the target Customer Experience
- Management of and compliance with customer SLAs
- 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
Order ProcessingCall handlingProjectsTo 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 / requestTo work on activities / projects as required by the business, liaising with customer on progress of sameRemote provisioning / service request including CPEOnline resolutionSingle 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.Support all elements of a customer delivery, liaising with project managers, and contribute to the management of the customer relationship.Provide support for all elements of our complex SLA solutions which combines interfacing with relevant parts of eir and third parties.Contribute positively to the overall team culture and visionManage own personal development effectivelyTo understand the regulatory, fair trading and competition rules sufficiently. To maximise personal contribution to the team :Support other team members in the achievement of their key objectivesKey Performance Indicators
SLA MetricsAdherence to Performance Management process.Customer satisfaction metricsOnline resolutionCustomer Experience improvements related to deliverySupport ISO complianceCompetencies
Business Competencies
Results FocusCustomer FocusProblem SolvingBusiness focusPeople Competencies
TeamworkOral and Written CommunicationInterpersonal SkillsInfluencing and winning commitmentExperience
Experience – Min 2 years industry experienceIndustry Background – Comms / ICTKnowledge of Business core ICT solutions portfolioKnowledge of Fixed Line Telecoms technology and infrastructure