上海招聘

PURPOSE:

The purpose of this role is to act as a liaison between Avaya Operations Services and customers to ensure customer satisfaction and to meet operational service level agreements based on contractual obligations. This person develops and maintains customer relations by being the operational focal point for AOS scope being delivered to the customer. This person should have a focus on customer service, an understanding of the company’s products, knowledge to be the focal point for ITIL core process, and the ability to leverage resources across different technical teams to expedite problem resolution. This position requires someone who can work independently to support multiple clients with complex configurations.

PRIMARY RESPONSIBILITIES:

? Establish a relationship with clients for assigned accounts
? Administer customer satisfaction surveys and discuss improvement areas with client
? Customer advocate/escalation point into service delivery team 24 x 7
? Maintains awareness of all customer projects or changes within Avaya
? Participate in SOW review
? Lead critical client escalations (Incident Management)
o Manage customer expectations/relationships
o Escalate as required within the technical teams to ensure assignment of resources to meet SLA compliance
o Escalate internally to management levels for awareness
? Conducts customer and management briefings concerning operational decisions, scheduling requirements
? Manages Change Management Process in Day 2/Production mode:
o Interlock with APS
o Interlock with GSS
o Interlock with the Clients Change Management process
o Inform service delivery of changes or maintenance that will affect service
o Order parts (as required)
? Partner with CBM to address Billing Issues, Contract Requests, SOW issues, Up-sell opportunity, Entitlements
? Service level agreement compliance assurance and reporting
? Conduct operation reviews as defined in the contract
? Develop presentation materials as required for both customer facing reports and internal leadership discussions
? Own Root Cause Analysis document and facilitate technical input from day 2 teams and track corrective actions (Problem Management)
? Maintain Customer Information (CIR/CID) in customer tools
? Understands service delivery Operations/Processes
? Able to use AOS service delivery tool-kit to track customer requests and incidents
? Participates in on-boarding process to identify custom process and/or custom delivery requirements
o Ensure on-boarding official hand-off takes place with Day 2 involvement
? Understands all aspects of Customer Contract and can articulate to service delivery teams as required
? Drive Release Management discussion to provide compliance with contractual deliverable or up-sell opportunities
? Work closely with Service delivery teams and Business teams to ensure contractual obligations are meet while maintaining margins
EXPERIENCE:

- Knowledge of ITIL and ITSM, prefer at least foundations certification
- Prefer experience working in ITIL roles related to Incident Management, Problem Management, Change Management, Release Management processes.
- Proficient in MS Office applications (Excel, Word, PowerPoint)
- Prefer Telecom Experience and/or IT experience
- Prefer working technical knowledge of Avaya platforms and capabilities
- Previous experience in a customer facing role
- Previous experience in technical role
- Ability to work across organizational boundaries to drive resolution
EDUCATION:
- BS in technical field or equivalent technical experience

Are you looking for a job that will give you ample opportunity and space to grow? Do you long for a dynamic challenging working environment with an organization exciting?

Avaya delivers Intelligent Communications solutions that help companies transform their businesses to achieve marketplace advantage. More than 1 million businesses worldwide, including more than 90 percent of the FORTUNE 500 (R), use Avaya solutions for IP Telephony, Unified Communications, Contact Centers and Communications-Enabled Business Processes. Avaya Global Services provides comprehensive service and support for companies, small to large. For more information visit the Avaya Web site: http://www.avaya.com.

Avaya公司面向企业提供智能通信解决方案，帮助其提升业务，获取市场优势。全球100多万家企业，包括90%以上的财富500强企业，采用了Avaya的IP语音通信、统一通信、联络中心和通信驱动业务流程解决方案。Avaya全球服务部为各种规模的企业提供全面的服务与支持。欲了解更多Avaya公司信息，请浏览公司全球网站http://www.avaya.com，和中国公司网站 www.avaya.com.cn.

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