Service Operations Professional

hace 3 semanas

Medellín Antioquia, Colombia Sencinet A tiempo completo

El cargo se define como profesional responsable de asegurar el cumplimiento de los SLAs pactados contractualmente para uno o varios proyectos definidos, realizando las labores que para este fin sean necesarias tales como reuniones mensuales de seguimiento, elaboración de informes, aseguramiento de la calidad de los servicios de IT, manteniendo una buena relación con los clientes y generando valor que permita nuevas posibilidades de negocio.
**Responsabilidades e atribuições**
Manejo de Operaciones:

- Gestión de servicios según las mejores prácticas y procesos basados en un entorno ITIL.
- Soporte 2do y 3er nível para incidencias y solicitudes.
- Reducción de los tiempos de respuesta para atender incidencias y solicitudes.
- Atención al cliente en sitio según el rol previamente acordado.
- Mostrar liderazgo en la solución de incidentes y problemas operativos.
- Aseguramiento del nível de servicio al cliente (SLA).
- Manejo de escalaciones tanto internas como externas para asegurar la resolución del incidente.
- Elaboración de informes según las necesidades del cliente. Gestión de capacidad y disponibilidad de servicios.

Enfoque en el cliente:

- Demostrar y comprender la importancia de nuestros servicios para nuestros clientes y asume la responsabilidad de resolver cualquier solicitud, consulta o problema.
- Capacidad para abordar situaciones complejas de manera profesional con empatía y calidez, asegurando los mejores resultados para Sencinet y la experiência del cliente.
- Comprender al cliente y tener claro los objetivos de cada uno, manteniendo conversaciones honestas para gestionar sus expectativas.
- Conocimiento especializado adaptado a las necesidades del cliente.
- Identificación de oportunidades de mejora.
- Diagnosticar problemas y gestionar la resolución con los grupos relevantes: Directivos, Técnicos, compañeros, proveedores y grupos de clientes.
- Actuar con flexibilidad (por excepción) en horas no hábiles cuando falla la atención al cliente o se producen incidentes graves

**Requisitos e qualificações**
Profesional en Ingeniería en Telecomuncaciones, Electrónica, Sistemas, Redes o afines;., Tecnólogo en Redes, Telecomunicaciones, afines.

Tarjeta profesional (Colombia).

Se valorará positivamente:

- Certificación Microsoft Teams es un plus.
- Certificación CCNA.
- Gestión de proyectos y habilidades de programación.
- Conocimiento de los productos AudioCodes es un plus.
- Experiência con Zoom es un plus.
- ITIL.
- Cursos Polycom/Pexip.
- Más de 3 años de experiência en telecomunicaciones y comunicaciones de datos con énfasis en aplicaciones de voz.
- Comprensión de Telefonía IP, SIP, VOIP, Modelo OSI, DNS, E1/T1.
- Experiência con tecnologías Microsoft Skype for Business, TEAMs DR, Azure, PowerShell, Videoconferencias Polycom.
- Excelentes habilidades de comunicación escrita y verbal en inglés.
- Experiência en gestión y manejo de incidentes de clientes en IT Service.
- Entender los servicios de telecomunicaciones (WAN, LAN, VoIP, DNS, DHCP, proxy, firewall, etc )
- Conocimiento de las mejores prácticas de ITIL.
- Tenemos cultura de Startup - ambiente dinámico, flexible, innovador, colaborativo y muy retador.
- Valoramos la diversidad y el equilibrio entre vida profesional y personal.
- Tenemos beneficios geniales: plan de salud para todos los colaboradores (cónyuge e hijos) y seguro de vida para los colaboradores cubierto por la empresa, apoyo para transporte o estacionamiento en las oficinas, estacionamiento para bicicletas disponible en casi todos nuestros locales, beneficios de calidad de vida, seguro de vida entre otros.
- Trabajamos, trabajamos, trabajamos, pero también nos divertimos - horario flexible, ambiente tranquilo y aquel momento para tomar un café y conversar.

¿**Cómo es Sencinet?**

Aquí en Sencinet somos más de 500 personas, todas seleccionadas a detalle y que toman muy en serio nuestro propósito de tornar las redes corporativas rápidas, fáciles, seguras y accesibles para nuestros clientes.

Ofrecemos un ambiente ameno, completamente colaborativo, con un ritmo acelerado y desafiante a fin de alcanzar resultados y promover una mejor experiência para nuestros clientes, construyendo una jornada de éxito para clientes y Sencineers. Aquí tú creces junto a Sencinet

Creemos que la diversidad promueve el crecimiento sustentable. En Sencinet queremos que seas 100% tú mismo.

**Reclutamiento en Sencinet**

Por si tienes curiosidad, te contamos cómo funciona nuestro proceso de reclutamiento después de que te postulas a una vacante:

- Realizamos entrevistas basadas en competencias, estas pueden ser presenciales o remotas.
- Dependiendo del cargo o de la función puede ser más de una entrevista.

**Seguimos reclutando para todas nuestras vacantes. Todas las entrevistas, inducción o onboarding son realizados de forma virtual debido a COVID-19. Todos los Sencineers, nuevos y actuales, trabajarán de forma remota t

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