Verizon is a leading provider of technology, communications, information and entertainment products, transforming the way we connect across the globe. We’re a diverse network of people driven by our ambition and united in our shared purpose to shape a better future. Here, we have the ability to learn and grow at the speed of technology, and the space to create within every role. Together, we are moving the world forward – and you can too. Dream it. Build it. Do it here.
What you’ll be doing...
Representing Verizon Service Assurance and managing carrier and vendor performance review meetings with carrier/vendor managers and directors.
Supporting executives and senior management with highly escalated cases and determining how carrier personnel should be engaged to assist the TOGs and ROGs to drive to resolution (also includes widespread chronic issues).
Serving as POC for carriers in your region regarding any Verizon service assurance-related issues (e.g., Verizon processes, Verizon poor performance, Verizon Chronic issues).
Identifying and analyzing relationships and trends in data, as well as any factors that could affect the real-time management and performance of carriers, and implementing corrective actions to improve performance.
Identifying areas for improving carrier performance.
Implementing and driving carrier service improvement plans to completion.
Recording and tracking actions on improvement initiatives.
Administering the carrier and vendor database to ensure escalation contacts, fault logging, and SLA details are current and accurate.
Continually reviewing the carrier and vendor database for areas of improvement and enhancement for users and administrators.
Supporting Service Assurance Management to look for any possible improvements to Verizon procedures for managing third-party performance.
Facilitating workshops with Service Assurance teams to understand carrier issues and train best practices.
Working with network planning teams and carrier managers to implement new carrier agreements into Global Service Assurance.
Driving carrier strategy forward to a new way of supporting top customers and meeting their increasingly demanding requirements.
Employing a structured approach to questioning and adopting a logical troubleshooting methodology to manage and coordinate multiple tasks within tight deadlines.
Developing, adjusting, and implementing processes and procedures related to repair carrier activities.
Adhering to Verizon corporate policies and procedures such as CPI-810, as well as complying with departmental policies, ISO9001 and ISO27001 requirements.
Note - Headcount maybe located in Manila or Bangalore.
What we’re looking for...
You’ll need to have:
Bachelor's degree or four or more years of work experience.
Four or more years of relevant work experience.
Knowledge of Verizon customer service and technical operation teams within Service Assurance.
Experience with Microsoft Office Suite and Google’s G-Suite.
Even better if you have:
The ability to operate effectively in a dynamic, fast-paced work environment.
Skill in crisis management, resourcefulness, and the ability to develop solutions.
Strong oral and written communication skills.
The ability to present information and viewpoints in a clear and compelling manner to an executive audience.
Excellent relationship-building skills.
The ability to manage issues, situations, and escalations effectively.
ITIL foundation qualification.
Demonstrated effective delegation, collaborative, directive, and permissive styles of management.
The ability to control high-pressure situations (e.g., conference calls, customer meetings, carrier meetings) at all levels of upper management.
The ability to drive carrier escalation faults, projects, and tasks within all business areas and external third-parties independently.
The ability to professionally represent the Global Service Assurance organization in a carrier and vendor-facing situation.
A strong customer service orientation.
The ability to contribute to the teams’ output, actively contribute in team meetings, and provide constructive feedback.
The ability to effectively manage time and prioritize work.
The ability to adapt quickly and effectively to changing work priorities.
Knowledge of IP, dada, security, cloud, managed services, and transmission technology.
Knowledge of business current and future business strategy.