Service Manager

hace 3 semanas


San José, San José, Costa Rica CRG Solutions A tiempo completo

Responsabilidades de Operación y Soporte Técnico:

  • Apoyar y gestionar en la resolución de incidentes críticos en el menor tiempo posible. Realizar los escalamientos internos necesarios (tanto funcionales como jerárquicos) de acuerdo con la prioridad asociada por caso.
  • Proveer un análisis detallado por servicio, basado en la verificación de rendimiento, monitoreo y estadísticas de casos generados.
  • Verificar constantemente el cumplimiento de las expectativas que se tienen por cada servicio y atender las quejas / reclamos que pueda presentar el cliente desde las diferentes áreas.
  • Velar porque se mantenga actualizada la información (topologías, inventarios, contactos, bases de datos) de los servicios luego de cambios y/o nuevas implementaciones.
  • Trabajar de la mano con el equipo de soporte para asegurar la programación y desarrollo de planes de pruebas de las soluciones (donde aplique).
  • Vigilar que los contratos con terceros, licencias y garantías de fabricantes estén siempre vigentes para asegurar el cumplimiento de los servicios contratados.
  • Acompañar los procesos de transición de nuevos servicios a operaciones, asegurando que se cumpla el proceso de entrega y se cuente con la documentación necesaria para brindar soporte.
  • Apoyar al gerente de proyecto en las nuevas instalaciones o cambios de servicio, cuando involucren servicios operativos.

Responsabilidades de Cuidado al Cliente:

  • Liderar y participar en todas las reuniones de seguimiento que se consideren necesarias y relacionadas con la operación del servicio.
  • Administrar el cumplimiento de los Acuerdos de Níveles de Servicio (SLA).
  • Asegurar las condiciones contractuales pactadas del proyecto para ambas partes (cliente y LN).
  • Validar y consolidar aplicación de notas crédito de acuerdo con disponibilidad de los servicios prestados.
  • Asistir al área de ventas en las nuevas iniciativas u oportunidades de negocio.
  • Direccionar a las diferentes áreas de la organización todas las necesidades del cliente (facturación, ventas, servicio al cliente, legal, implementaciones, ingeniería, soporte, directivos).
  • Realizar escalamientos a nível jerárquico cuando alguna de las áreas de C&W no esté cumpliendo con las necesidades y expectativas del cliente, y participar de forma activa en los planes de acción que se definan.
  • Realizar escalamientos jerárquicos al interior del cliente cuando alguna de sus áreas no esté cumpliendo con las responsabilidades acordadas.

Requisitos

  • Experiência en un rol similar con manejo de cuentas asignadas, experiência con soporte y mesas de ayuda IT, atención a cliente
  • Ingeniero de telecomunicaciones, sistemas, electrónico o afín.
  • Conocimiento de los principios de ITIL (Certificación deseada)
  • Conocimiento de sistemas de IT, aplicaciones y principios de networking.
  • Manejo de Excel

Habilidades Personales

  • Diligente y servicial.
  • Buen relacionamiento interpersonal.
  • Orientado al logro.
  • Buen desempeño bajo presión.
  • Capacidad para tomar decisiones.
  • Conducir a objetivos con eficacia, velocidad y agilidad
  • Comunicación efectiva
  • Ser abierto y receptivo
  • Demostrar flexibilidad Personal
  • Capacidad de análisis para asignar prioridad a los eventos.

Presupuesto total:
USD 2900 mensuales. (con todo incluido)

Salario:
Q 12, aprox. 1600 USD)
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