Service Operation Analyst

hace 5 meses

Colombia Sencinet A tiempo completo

Sencinet Service Operations Analyst (Technical and Quality Assurance) está diseñado para empresas que necesitan enfocar sus recursos en su negocio principal, delegando las tareas de gestión y control de la infraestructura de TI y Telecomunicaciones a un equipo de profesionales altamente calificados. preparados, equipados con herramientas avanzadas para lograr una mayor eficiencia operativa.

El objetivo principal del Analista de Operaciones de Servicio de Sencinet es asegurar el cumplimiento de los níveles de servicio de los SLA acordados con nuestros clientes, así como lograr altos níveles de satisfacción durante todo el ciclo de vida del servicio, involucrándose y contribuyendo en procesos que pueden ir desde el diseño hasta las nueva soluciones, a través de tareas relacionadas con la operación y temas administrativos hasta procesos de mejora continua.
**Responsabilidades e atribuições** Manejo de Operaciones**
- Gestión de servicios según las mejores prácticas y procesos basados en un entorno ITIL.
- Soporte 2do 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**
Estudiante últimos semestres o profesional en Ingeniería en Telecomuncaciones, Electrónica, Sistemas, Redes o afines;. Tecnologo en Redes, Telecomuncaciones, afines; con tarjeta profesional.

**MANDATORY**

Conocimientos y experiência en:

- SDWAN
- LAN
- WLAN
- MIKROTIK

**DESIRED**

Certificación en:

- Cisco CCNA
- NSE4
- ARUBA
- ITIL V4
- MTCNA
- 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 temporalmente hasta que sea seguro regresar a las oficinas.**
- Personas a las que les guste trabajar con otras personas.
- Personas apasionadas por lo que hacen cada día.
- Personas que tienen convicción y defienden sus valores.
- Personas que persiguen resultado

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