Job Description

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\xe2\x80\x99s 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)Manage customer expectations/relationships
• Escalate as required within the technical teams to ensure assignment of resources to meet SLA compliance
• 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

• oInterlock with GSS
• Interlock with the Clients Change Management process
• Inform service delivery of changes or maintenance that will affect service o Order parts (as required)

• Partner with SSM 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 service delivery toolkit to track customer requests and incident
  

• Participates in on-boarding process to identify custom process and/or custom delivery requirements

• 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
  

• 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 Cloud architecture and technical support role

• Ability to work across organizational boundaries to drive resolution

• Proven Service Delivery Management experience, 5 \xe2\x80\x93 7 years industry background
  

• BS in technical field or equivalent technical experience

• Post graduate degree qualified (MBA and/or Business Related)