SERVICE MANAGER
Publication Date:
Nov 6, 2024
Ref. No:
522029
Location:
Mexico City, MX
Eviden, part of the Atos Group, with an annual revenue of circa € 5 billion is a global leader in data-driven, trusted and sustainable digital transformation. As a next generation digital business with worldwide leading positions in digital, cloud, data, advanced computing and security, it brings deep expertise for all industries in more than 47 countries. By uniting unique high-end technologies across the full digital continuum with 47,000 world-class talents, Eviden expands the possibilities of data and technology, now and for generations to come.
1) Responsibilities- Network Service Manager a. Perform service management functions based on ITIL v4 foundation framework and SIAM practices b. Manage the performance of our LAN and WAN Network Service Providers- Order Management, Service Performance Reviews, Incident and Major Incident Mgmt, Escalations Mgmt, Financial Mgmt, Complaint Mgmt, Change Mgmt, Risk Mgmt, Utilization and Capacity Planning Mgmt, etc. c. Strong knowledge of network design and architecture, and application transaction performance d. Monitor and take action upon Service Now cases being assigned within your scope of responsibility. E.g. Problem Management tickets, Complaint Management tickets, Escalation Management tickets, Major Incident Management tickets, Demands / Request Management tickets, etc. e. Interface and support cross-team colleagues in other service towers: Data Center, Collaboration, PMO, etc f. Respond to urgent customer requests (within our scope) in a responsible, timely and accurate manner g. Attend / contribute to Major Incident calls and MI Review Mgmt calls when Connectivity services are impacted h. Maintain oversight of assigned projects, develop service improvements plans, streamline processes, review and update Knowledge Base Articles, introduce proposals / solutions for automation of tasks and processes i. Analyze incident, escalation, and problem cases for compliance with best practices, investigate anomalies and propose proactive actions that can prevent, avoid or help resolve them quickly. j. Monitor overall service performance of the Engage Providers, track SLA and KPI indicators and institute collaborative actions for improvement k. Drive weekly service review meetings with the Engaged Providers, define, document and track action items l. Interface with IT Business Partners to consult on network solutions and to provide expert guidance 2) Required Knowledge/Skills a. Practical and working knowledge of network services, technologies, and components: LAN, WLAN, Remote Access, Internet Access, MPLS, SD-WAN, SD-LAN, DHCP, DNS, Radius, Firewalls, Switches, Routers, Firewalls, etc. b. Practical knowledge of primary vendor solutions by: Cisco, Juniper, Microsoft, Zscaler, Broadcom, Accenture, AT&T, Verizon, Deutsche Telekom c. Network and application performance and architecture d. Client and Provider Relationship Management experience e. Major Incident Management experience f. Service Level Agreement (SLA) and KPI, reporting and data analysis g. Must have work experience in two or more areas: technical operations, engineering, design, architecture of corporate enterprise networks, data analytics, service management h. Create and present management level presentations based on detailed services, quality, and technical analysis i. Flexible to non-standard work hours when the need arises, based on project or critical situations j. Maintain and expand technical and process subject knowledge k. Proficiency in the English language- written, speech and communications l. Ability to collaborate with global colleagues across multiple time zones m. lust be able to travel to customer meetings, training, conferences, etc. Domestic (2-4 per year), and international (1-2 per year)
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