Previous Experience
5+ years of Project Management experience in managed services environment, with a focus on IT outsourcing fEnterprise customer.
PriKnowledge Skills
Project management skills
Understanding of networking technologies (TCP/IP, routing, switching, LAN/WAN configurations) Unified Communication platforms
Experience with ITIL processes service level management (SLAs).
Business level English fluent local language requirements
PMP, ITIL are plus
Tasks
Mandatory Tasks
The candidate will work in a process alignedganisation, in one more of the following skill pools: WAN, LAN, UC, Remote Access in one more of the following processes (according to the ITIL standard): Capacity, Change, Configuration (including development of standards), Inventory Problem Management (including Event Management Root Cause Analysis).
Candidate needs to be a third-line expert in at least two of the above technologies have a good understanding of the others.
Has the ability to document execute of projects, actively participating in all phases of the project. Identifies, assesses manages risks to the success of the project.
Effectively estimates costs, timescales resource requirements fthe successful delivery of the project(s) to an agreed scope.
Ensures that realistic project quality plans are prepared maintained tracks all activities against the plan, providing regular accurate reports to seniIS management, client management as appropriate.
Monitors costs, timescales resources used take action where these deviate from agreed tolerances. Ensures that delivered systems are implemented within these criteria.
Manages the change control procedure gaining agreement frevisions to the project(s) from project sponsors
The candidate might be consigned to perform out of hour changes
Knowledge Skills
Behavioural Skills
Excellent communication, interpersonal, conflict resolution skills.
Ability to lead motivate a team in a technical customer service environment.
Structured Approach
Adheres to standards works in a structured way, enabling cross-boundary teamwork. Takes the lead in documenting work sharing of knowledge. Has actively put practice the ITIL standards similar, fprocess aligned IT deliveryganisations.
Customer Focus
Ability to see his/her own area of expertise fit in with other parts of theganisation to provide a service to the customer. Ability to understbroadly the customer’s business the impact degradation loss of service would have fhim.
Team-working
Excellent troubleshooting problem-solving skills, with the ability to simplify complex technical issues fcustomers.
Familiarity with CRM systems, ticketing tools, network monitoring platforms.
Ability to lead motivate a team in a technical customer service environment.
Technical Knowledge Skills
Proficient in Telecommunications Protocols
Understanding of networking technologies (TCP/IP, routing, switching, LAN/WAN configurations) Unified Communication platforms
Technical certifications and/working experiences in Cisco environment Cloud Services is a plus
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