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AVTS/ANIRA SOHO Solution Implementation Manager Senior


Bratislava, Slovakia

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The SIM position is a post sale delivery function focused on gathering, analyzing, and validating customer requirements, determining proper configurations and working with customers in understanding the service. It is a technical project management type function that also involves the ordering/tracking/installing/testing of the customer’s premise equipment. The role is customer facing, and requires strong communications, strong IP based trouble-shooting skills, a high level of service comprehension and certainly an attention to on-time performance as determined by customers and internal targets.

Roles and Responsibilities:

• Focuses on gathering, verifying and validating customer requirements for the ANIRA/AVTS order received, validates data, including validation in AT&T billing tools and with interested parties
• Manages each order as a project from initiating to closing
• Determines proper configuration for the particular solution
• Oversees the delivery of the equipment and supports the Installation and activation of the ANIRA/AVTS Service
• Escalates/Follow up properly within appropriate timelines in order to achieve resolution
• Performs work independently within defined SLA’s for quality, response time and productivity
• Acts as a buddy to junior levels
• Leads calls, escalations and complex issues independently with sense for prioritization and updates supervisor proactively
• Leads extra business-related projects (development, process improvement, etc.)
• Improves team strategies and innovates “Best Practices”
• Provides management support as required

Key Competencies and Skills:

• Very good analytical skills, able to spot issues that need to be deeply investigated, ability to determine root cause
• Very good communication skills – able to communicate with business partners effectively and clearly, ability to interact with internal/external customers and their peers during problem determination process via email and phone
• Very good time management skills – ability to track work independently and in timely manner
• Ability to pay attention to the details, to make conscious effort to understand causes and to address all identified issues
• Ability to project manage across multiple organizations over an extended period of time, and do it with a large volume of customers
• Product knowledge - thorough understanding of ANIRA/AVTS product line and services offered to external clients including in depth knowledge of the service they support
• Process knowledge – thorough understanding of ANIRA/AVTS delivery and enablement processes
• Network – exceptional knowledge of framework, system architecture, hardware, technology etc.
• Knowledge of networking technologies e.g. TCP/IP, routing protocols, LAN & WAN technologies
• Demonstrates ability to develop other colleagues in a professional way
• Collaborate within center activities and initiatives
• PC literate with experience of a range of software packages (MS Office)

Education and Qualifications:

• University education or High School education with leaving exam is an advantage, preferably in the area of Project management, Network engineering
• Strong communication skills in English, both oral and written (B2+ level)
• Minimum of 2 years of working experience in a ANIRA/AVTS/SOHO Solution Implementation Manager (PROA3) or equivalent
• Relevant working experience in Service Delivery / Project Management / Network Engineering / Customer service

Additional Information:

Working Hours - EMEA

Salary from 1510 € brutto per month. Actual salary is likely to be higher based on skills, knowledge and experience.