Technical Program Manager

This job posting is no longer active

Responsibilities

At Verizon, you can work for a company that tackles the world’s toughest challenges. We’re creating solutions that help businesses optimize their operations, families connect from anywhere, and whole communities leave smaller, greener footprints. It takes vision. It takes focus. That’s why we’re bringing together the brightest minds and latest technologies – to push boundaries, drive real change, and create a brighter future for all. This is the kind of work we do. And you can be part of it. 

Verizon Technical Program Management service (“TPM”) provides consulting liaison service between Customer and various Verizon organizations. The TPM will serve as a consultant to the customer to continually drive optimisation, stability and durability of the customer’s network while working closely with the appropriate Verizon Business internal organisations as well as any account aligned Technical Design Authority (“TDA”) OR Lifecycle Engineer (“LCE”).

The TPM acts as a Customer advocate responsible for ensuring, maintaining and enhancing the performance of global customer networks to meet the Customer’s requirements as agreed between the Parties. Reporting to the EMEA RSDM the TPM will:

Network Optimisation

  • Perform pro-active network optimisation reviews including network diversity planning and network hardening on installed services, presenting all options and consulting with the customer to ensure their understanding of the most appropriate recommendations.
  • Reduce the exposure of installed service base to incidents through the use of systems to understand vulnerability.
  • Maintain customer diversity requirements; business continuity plans including back-up and disaster recovery plans
  • Ensure network diagrams and designs are accurate and current for all customers.
  • Define / review / improve support requirements for specific customer networks.
  • Drive implementation of complex support solutions.

Life Cycle Performance Management (Network Health & Reporting )

  • Coordinate and manage performance and SLA compliance of existing customer network including availability, MTTR, Customer Outage Time and chronic issues for nominated customers
  • Accountable for SLA reporting. Initiate / produce customer network reporting including monthly performance reports utilizing system-generated reports where available, bespoke or complex SLA compliance reports as required and ad-hoc reports to evaluate network needs.
  • Recommend appropriate changes to the customer, based on the output from these reports to assure SLA compliance or risk mitigation.
  • Drive implementation of technical solutions for issues identified in these reports.
  • Review / maintain firmware inventory and mirroring against current secure package availability.

Problem and Change Management

  • Manage individual complex technical incidents and problems impacting customers’ service availability and escalation of incidents to appropriate levels in organisation.
  • Develop and deliver detailed root cause analyses or Reason for Outage reports and service improvement plans in response to critical customer outages or catastrophic network issues for nominated customers.
  • Develop and project-manage Service Improvement Plans for chronic/critical customer technical issues for nominated customers.
  • As part of the Risk Assessment process highlight all technical risks to the Service Program Manager and the customer and make sure a risk mitigation strategy is put in place where applicable.
  • Monitor all network groom activities to safeguard network diversity plans and ensure customer awareness of those that may potentially impact their business.
  • Provide second level support as required for complex network implementation.
  • Provide second level support as required for Managed Services complex change management requests and if required and applicable, attend change management board for client related complex changes.

Customer Relationship Management

  • Be a strong customer advocate.
  • Maintain regular communication with assigned customer contacts to understand and manage performance / service expectations and partner with Service Program Manager on all service reviews
  • Ensure customer utilisation and knowledge of Verizon Business customer portal for network management tools, including providing customer training as necessary.
  • Partner with Service Program Manager to identify and project-manage large customers with e-bonding applications.
  • Develop customer loyalty as well as retention and manage customer relationship in close co-operation with the Service Program Manager and the account team.
  • Provide Request For Proposal (RFP) support for problem management and complex SLA requirements. 

 

Qualifications

To be a success in this role, it's likely you will have the following experience / attributes:

  • Strong working knowledge of Newco products, services and technologies in the telecommunications sector, including vendor products (e.g., Cisco).
  • A thorough understanding of the application of products and services to a broad set of client and industry requirements.
  • Understanding of the issues and trends in the telecommunications industry that affect product and service solutions, including working knowledge of competitor’s products and services and how these interact.
  • Ability to compare and contrast technologies and product choices.
  • Possess the dexterity to function as a generalist as much as an expert

 

Our business is fuelled by our passion for delivering unprecedented results for customers in over 52 countries. Throughout the world, we’re helping to create a better future – transforming how doctors battle cancer, rescue workers save lives, and people, businesses and communities interact with one another. If you have the drive, talent, energy and commitment to join over 180,000 like-minded people who are unlocking this positive potential of technology, we’ll support you every step of the way. Whether that’s through competitive compensation, award-winning training, or benefits so comprehensive we call them Total Rewards.

Start creating powerful answers today

To apply, please click on the link

For further information on our organisation, please go to: www.verizonenterprise.com