Telecommunications Consultant

Job Purpose

As telecommunication networks consultant working with in telecommunication & IT industry projects, covering Network Design, Testing, Operations and OSS development. You will be focal point of contact with customers to capture customer requirements, translating them into technical deliverables, forecasting budget/time scale for delivery and producing High- & Low-Level Design documents and its approval, Testing case documents production, strategies and plans, Network Performance monitoring and KPIs derivation, IT/software system integration into OSS and network upgrades and migrations.

Main Responsibilities

• Provide leadership, guidance and line management to a team of 1st, 2nd and 3rd Line NOC / OSS Support engineers
• Provide support to delivery teams with relevant information regarding service performance via meetings, telephone conferences, email or reports
• Identify and manage training or development needs in line with company procedures
• Maximise productivity and improve service delivery to achieve and exceed SLAs, OLAs and KPI targets
• Manage organisational change within the team, including changes to procedures with regular comms in a timely manner
• Develop, grow and maintain professional working relationships with all internal stakeholders and customer equivalent
• Ensure company processes, procedures and contractual requirements are followed whilst maintaining high levels of customer service
• Set high-quality standards and monitor as part of monthly QA, ensuring this is met via appropriate assessment methods
• Escalate potential service issues and work with vendors when required
• Act as a role model for technical competence, helpfulness, facilitation of learning and teamwork
• Provide technical assistance to ongoing projects and the transition of new customers when required
• Proactively maintain and develop knowledge, skills and experience through client contact, industry sources, formalised training and development plans.
• Provide ongoing support to Business Development Managers, Service Design, Product Design and Transition to drive new business and service capabilities
• Assist with the design and creation of new Support Services and the review of existing services.

Essential

• At least Five years experience in a similar SLA driven support role
• Proven Customer service Skills
• Proven experience delivering projects and complex changes
• Awareness of ITIL methodologies and best practice
• Industry recognised qualifications in relevant areas.

Petsonal Attributes

• Good communication skills, verbal and written
• Punctual and reliable
• Positive, enthusiastic and supportive individual
• Ability to take ownership or to identify when escalation is necessary
• Ability to work under pressure
• Ability to work in a team and to support team members
• Communication and interpersonal skills including listening, building rapport, establishing empathy whilst demonstrating awareness of internal and external issues in a calm and polite manner