Customer Assurance Lead at Alcatel Lucent

The candidate in this role is required to:

• Act as the single Service Assurance point of contact for the Customer and for the Managed Services community and General Program Management (GPM) team.
• Coordinate all the Services Assurance Delivery Centers (3 rd line support, GNOC, spare-part management, and field forces for First Line Maintenance.
• Lead and manage all operational customer meetings.
• Translate contractual SLA/KPI into Operational Level Agreements (statement of work and metrics) with all end-to-end operations stakeholders.
• Act as the end-to-end owner for incident, service, problem and change management.
• Act as a Certified Outage Technical Manager (COTM) during system outages and high impact issues.
• Drive Customer Satisfaction through the established CSAT survey mechanisms (PPE & Relationship) and by providing services that are fully compliant with the SLA/KPI.
• Establish Escalation management according the contractual terms.
• Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
• Ensure operational readiness across all E2E operations stakeholders in running and new project and technology introduction.
• Represent requirements for project-specific processes & tools.
• Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.
• Ensure legal and/or contractual activities to be performed locally (e.g. lawful interception) are in close cooperation and within the setup of the respective delivery center.
• Drive service improvement activities with the customer in conjunction with other Alcatel-Lucent’s departments dealing with the Managed Services Blueprint compliance, Services Strategy, Lean Six Sigma programs and any other required improvement mechanisms.
• Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
• Create an environment in which customers will be encouraged to take further steps to increase the business with Alcatel-Lucent (up-scope).
• Perform Scope management against the contractual Terms & Conditions and align with the GPM for commercial negotiation.

Leadership Skills:

· Break boundaries and barriers
· Mobilize teams and grow potential
· Project a winning mindset

Functional Skills:

· Able to work in a multicultural environment, across different countries or organizations
· Adaptability
· Analyze operational & commercial risks and define mitigation strategies with key stakeholders
· Business acumen & cost management
· Change Management
· Communicate clearly and concisely
· Customer focus
· Decision making
· Managing execution
· Negotiating skills
· Presentation skills

Technical Skills:

· Knowledge of NOC/GNOC processes (e.g.; incident restoration, network change management, ...)
· Knowledge of NOC/GNOC tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools
· Broad Multi-Vendor Product knowledge
· Business case development skills
· Engineering background or equivalent experience
· Experience in Incident management & coordination
· Experience in Maintenance, Network Operations and/or Technical Support activities
· Experience in telecom technical domains
· Knowledge of e-2-e Service Assurance Operating Model
· Knowledge of proactive & preventive maintenance strategies, tools and techniques