Job scope/summary:
Data Center Monitoring Engineer is responsible for delivering proactive services to DC-OSS customers which include 24x7 monitoring of IT infrastructure, incident management, change management and execution of scheduled or routine tasks. He / She is responsible for managing customer expectations according to the contractual obligations and the predefined SLAs.
Job specifics/responsibilities:
- Deliver 24/7 strategic account support by proactively monitoring of customer IT Environment.
- Timely track and respond to customers inquiries, provide resolution, working closely with end customers and senior Engineering staff within the team or other departments
- Manage professionally customer expectations
- Keep customers informed, sets and follows commitments, keeps precise case documentation and case ownership
- Coordinate support activities
- Identify and contribute to projects to improve product support, customer satisfaction and team efficiency
- Be aware of, and contribute to the improvement of team performance
- Communicate effectively with Technical and Non-Technical stakeholders
- Participate/Drive ITIL based change management, Problem management, incident management
- Participate in all kind of internal quality, process and practice improvement projects
- Support the internal tooling solution
Key deliverables/accountabilities:
- Process descriptions are strictly followed
- All incoming support requests are tracked, documented and handled on time and according to quality and SLA
- Monitoring tasks are handles according to expectations
Working relationships:
Internal:
- All roles within the DC-OSS Sofia
- CSC Sofia teams
- Local account teams
- Other teams and employees
External:
- Customer
- External support teams and personnel
Education (degree) and professional experience required:
- University degree or in process of obtaining
- Professional experience: at least one year in customer support environment
Other requirements:
- Fluent in written and verbal English or German
Personal skills and qualities:
- Analytical skills
- Ability to isolate and solve problems and to follow predefined process
- Excellent communication skills (customer and internal team) - interact at all levels, across all geographic regions
- Demonstrate strong written and verbal communication skills
- Excellent written and verbal English or German language
Technical skills:
