Agile ITIL

Customer Incident Technical Support: Post holder must attend face to face customer service reviews at customers premises located in Madrid and provides explanations on major incidents and failures that have occurred in the services provided by BT.
Customer Incident Technical Support:


Post holder must attend face to face customer service reviews at customers premises located in Madrid and provides explanations on major incidents and failures that have occurred in the services provided by BT. Post holder is in charge of training and upskilling the Bespoke BT NOC Team located in Spain (BT NOC) in all new customer implemented solutions for the Banco Santander’s Network. Post holder coordinates and acts as a SPOC for major Incidents, follows up and ensures all technical actions identified as part of SIP are implemented successfully by the BT NOC and other BT Teams. Is often involved in non-standard and quite complex customer network incidents, requiring in life support and knowledge of the customers internal network and tools, assisting in incident management that requires an agile and sometimes immediate response from the BT NOC. Ensures a correct transfer to operations from the delivery teams “even if it is the client himself who performs de changes in the banks network” and ensures a correct handover to operations, it is an specific role that is demanded and recognised in the customer contract with BT.


Role holder must have or be trained to the following Knowledge level and experience:


Cisco – routing and switching. CCNP Degree or above (required)


ITIL - Information technology infrastructure library (ITIL) is a series of practices in IT Service Management (ITSM) for aligning operations and services.


Experience with multiple provider technologies in WAN, LAN, accelerators, FW areas, (required)


Experience resolving issues with communications and implementing Networking solutions (required)


Native Spanish


Fluent English


To manage the faults of GSNet network (overview and detail training of the customers implemented solution will be provided)


Perform SSR and small projects for customer


Attend Customer Technical meetings


Availability for interventions and on-call outside of normal service hours


Ability to manage tasks in Preventive Operation, Management of incidents of this level, Request and change management.


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