Teammanager - Linemanager Network Infrastructure and Voice Services Te

Manage and lead the Optical Infrastructure & CMTS team to ensure continuous operation and quality management for Optical Infrastructure & CMTS in support of the customers.

The Manager Optical Infrastructure & CMTS is responsible for managing the Optical Infrastructure & CMTS team in the day to day operations. He/she is responsible for the event management impacting Pan-European and local Optical Network Infrastructure and CMTS. He/She will focus on minimizing operational risk and drive operational performance on related infrastructure and services. He/She must ensure that proactive support is carried out and that any issues found are reported in a correct manner. The Manager Optical Infrastructure & CMTS works during business hours Mon-Fri and any other time that may be required and is available at all times for escalation purposes.

Key Facts and Figures:

- Reports directly to the Director Central Service Desk.
- Manages the Network Infrastructure and Voice Services team that manages monitoring, incident handling, E2E coordination, communications and major incident management on all IT infrastructure and DTV services (12 FTE).
- Manages the Service Support Engineer (1 FTE)
- Manages an area which must provide 24 x 7 x 52 cover.
- The position will liaise closely with both corporate clients.

First line support is provided by the Network Infrastructure and Voice Services team on a 24x7 Pan-European basis to all Countries and organizations. This role is standard business hours, with on-call responsibilities.

RESPONSIBILITIES

- Provide clear managerial direction and guidance to the Service Desk engineers, Team Lead and Service Support Engineer.
- Ensure inter working relationships between the Optical Infrastructure & CMTS team and the clients' countries.
- To manage the notification, liaison and escalation to senior management and between Corporate departments and the clients' Countries related to Incident/Change Management.
- Identify potential operational risk, and develop specific plans to mitigate or address the concerns.
- Set team and individual goals and objectives
- Budget responsibilities for allocated departmental budget
- Act as a point of escalation.
- Be an active and visible coach to executive leaders. Support the execution of plans by employee-facing managers and business leaders.
- Identify resistance and performance gaps, and work to develop and implement corrective actions.

Act as the Manager of Duty in the Major Incident Management Process and Departmental Continuity Plan.

COMPETENCIES/SKILL REQUIRED

- HBO/Bachelor degree or higher, specialized in business processes related to Incident, Change & Problem Service assurance processes.
- Broad and deep knowledge of call center operations, network infrastructure and or voice services operations, architecture and engineering.
- HBO/Bachelor technical degree, preferably in the area of SDH, DWDM, CMTS and/or DOCSIS.
- eTOM/ITIL v3 Service Operation certification.
- Language skills - fluent in English (verbal & written) and preferable 1 other European language
- In depth knowledge of Service Desk operations and processes like call management, incident management and service request management.
- In depth knowledge of call management and call handling.
- Knowledge of the call center governance cycle forecast, plan, roster, execute and evaluate.
- In depth understanding of MS-Excel, MS-Access, database concepts, data warehousing, SQL, Scripting and reporting tools (ie Brio, Hyperion, Business Objects).
- In depth knowledge of the clients' Operations business processes plus a thorough understanding of products and technologies as used by the client.
- Broad and deep knowledge of Optical Infrastructure & CMTSoperations, architecture and engineering. (eg SDH, PDH, DWDM, CMTS, DOCSIS)
- Ability to work under pressure in a fast paced environment.
- Ability to prioritize and re-prioritize workloads as situations change.
- Good interpersonal skills, excellent active listening skills.
- Excellent communication skills.
- Decisive, logical and methodical.
- Analytical skills, continuous driving for improvement, results driven.
- Embracement of change and challenge.
- Ownership and action, customer focused.
- Teamwork and contribution, organizational sensitivity and being able to work effectively at all levels in an organization
- Ability to influence others and move toward a common vision or goal.

Experience:

- 3 or more years of experience in telecom/IT/Cable operations at a management level.
- 5 or more years of experience in a call center or service desk environment.
- 3 or more years of experience of managing a team of people.
- Experience required: Leading a team, Call Management, Incident Management
- Previous budgetary responsibility
- Proven ability/experience working in a multi layered international Matrix organisation.
- People Skills - Experience with managing international teams (direct & indirect) from different cultural backgrounds and experience in managing external resources.
- Cultural Awareness - Experience in managing people from different cultural backgrounds ensuring clarity, collaboration and efficiency
- Travel - Possible frequent travel during the year on a need-basis
- Experience in managing several platforms/systems and ability to easily switch between them and keep the overview.

REMAINING INFORMATION:

Location: Amsterdam area

Start: ASAP

Duration: at least 6 months

Recruiter: Mark Noordam (see below)

REACTION:

Are you interested and do you match with the above mentioned profile? Send your resume in Word format including your rate and availability to (see below) .

WHO ARE WE?

ItaQ Interim Professional BV is a recruitment & consultancy agency and specialized in interim positions in the ICT sector. The interim professionals ItaQ works with, have a bachelor degree and working experience of at least 10 years.

We fulfil temporary vacancies for Program and Project Managers, Analyst, Architects, Developers and experts in the area of general ICT, Internet & E-business, Telecom & Infrastructure, Service Management & Outsourcing, Finance & Auditing and Marketing & Communications.