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Lead Service Coordination Engineer

Lead Service Coordination Engineer

LOCATION: DENVER, CO
DEPARTMENT: ES OPERATIONS
SUB FUNCTION: SERVICE DELIVERY
POSTED: 03 FEBRUARY 2016

 

Job Summary 

  • Lead a team of 3 service coordination engineers, one in the US and 2 in India

  • Follow and enhance service coordination processes

  • Order the Off-Net portion (Type II circuits) of customer services and ensure on time delivery

  • Order cross connects and ensure on time delivery

  • Manage circuit delivery as per customer requirements

  • Ensure circuit issues are promptly resolved and escalations are managed appropriately

  • Lead and motivate team and ensure all roles fulfill their respective responsibilities.

  • Manage carrier relationships

  • Ensure high levels of customer satisfaction

  • Workload management – work to multiple deadlines & co-ordinate multiple priorities/ tasks simultaneously

  • Constant review of SLAs, statistics and performance to identify trends and better performance

  • Attention to detail and proper etiquette in regards to provisioning activities as well as communication by mail or phone

Duties & Responsibilities

  • Deliver Off-Net portion in accordance to specified time-lines
  • Verify order details are completed prior to placing order.
  • Place order to carriers.
  • Manage carrier delivery ensuring all milestones are met (as prioritised by the master schedule)
  • Ensure quality defects are resolved as per SLA agreed with carrier
  • Escalate issues within carrier organisation
  • Add clear, unambiguous and time bound comments on to the system, when tasks or circuit delivery is in jeopardy or delay.
  • Comply with processes in place
  • Management of team mail boxes
  • Analyze team’s performance and implement/suggest necessary changes to improve individual and/or team performance

Key Performance Indicators

  • Type II and cross connect timely order entry with accuracy
  • Handle escalations with carriers and drive them to timely resolution
  • Ensure circuits delivery is on time as per committed delivery intervals
  • Maintain circuit data base integrity

Skills and Experience  (“E” denotes Essential and “D” denotes Desirable)

Technical/Functional Skills:

  • E = 4-6 years of Telecommunications experience involving managing Telco circuit delivery and other suppliers to provisioning SLAs
  • E = Workload management – ability to work to multiple deadlines & co-ordinate multiple priorities/ tasks simultaneously
  • E = Delivers to targets and is performance focused
  • E = Has general product knowledge and some technical understanding of services delivered by Telco carriers.
  • E = Workload management – ability to work to multiple deadlines & co-ordinate multiple priorities/ tasks simultaneously
  • E = Understands physical infrastructure of Telco circuits and services
  • E = Good communication skills
  • E = Ability to maintain good relationships with Customers, Suppliers and other’s within the group
  • E = Good written & spoken English
  • D = Bachelor degree
  • D = Worked on Remedy, Siebel system,
  • D = Knowledge of T1, DSx, OCx, Ethernet
  • D = Good Microsoft office suite skills

Competency & Behavioral Skills:

  • E = Experienced in engaging suppliers to understand problems, extracting key information for troubleshooting issues and translating where required complex technical issues
  • E = Ability to work independently with minimal supervision.
  • E = Ability to work across international work-culture
  • E = Service mind-set and ability to work under pressure.
  • E = Customer focus, Mission oriented and interpersonal skills
  • D = Excellent interpersonal skills
  • D = Ability to take independent initiative for task accomplishment
  • D = Team player

 Experience 

  • Minimum of 6 years directly related telecom order processing and coordination experience
  • Minimum of 3 years international telecom experience
  • General understanding of Data Communication Services – Physical and Logical
  • Customer focused with excellent communication skills
  • Able to manage suppliers and to escalate issues at a senior level
  • Ability to write clear reports
  • Excellent spoken and written English skills
  • Excellent Microsoft Office and PC skills
  • Experienced engaging with customers and suppliers to understand problems, extracting key information for troubleshooting issues and translating where required complex technical issues
  • Ability to work independently with minimal supervision.
  • Ability to work across international work-culture
  • Service mind-set and ability to work under pressure
  • Customer focus, Mission oriented and interpersonal skills
  • Ability to take independent initiative for task accomplishment
  • Team player

Education  (“E” denotes Essential and “D” denotes Desirable)

  • D = Bachelor’s Degree

Additional Requirements – Professional Certifications

  • D = Networking Skills; Cisco Certification. Experience working with global carriers and ISPs e.g. BT, Verizon

Contact: careers@globalcloudxchange.com

Job Type: Full-time

Employment Type: Permanent