Alcatel-Lucent Job for a Customer Assurance Lead, April 17th 2015

Alcatel-Lucent is the leading IP networking, ultra-broadband access and cloud technology specialist. We are dedicated to making global communications more innovative, sustainable and accessible for people, businesses and governments worldwide.
Our mission is to invent and deliver trusted networks to help our customers unleash their value. Every success has its network.

We are recruiting to fill the position below:

Job Title: Customer Assurance Lead

Job ID: 1400000DYW
Location: Nigeria
Job type: Full-time

Job Descriptions
The candidate in this role is required to:

• Act as the single Service Assurance point of contact for the Customer and for the Managed Services community and General Program Management (GPM) team.
• Coordinate all the Services Assurance Delivery Centers (3rd line support, GNOC, spare-part management, and field forces for First Line Maintenance.
• Lead and manage all operational customer meetings.
• Translate contractual SLA/KPI into Operational Level Agreements (statement of work and metrics) with all end-to-end operations stakeholders.
• Ensure legal and/or contractual activities to be performed locally (e.g. lawful interception) are in close cooperation and within the setup of the respective delivery center.
• Drive service improvement activities with the customer in conjunction with other Alcatel-Lucent's departments dealing with the Managed Services Blueprint compliance, Services Strategy, Lean Six Sigma programs and any other required improvement mechanisms.
• Foster relationships, build customer trust, manage difficult situations, and negotiate conflicts with a technical focus.
• Create an environment in which customers will be encouraged to take further steps to increase the business with Alcatel-Lucent (up-scope).
• Perform Scope management against the contractual Terms & Conditions and align with the GPM for commercial negotiation.
• Act as the end-to-end owner for incident, service, problem and change management.
• Act as a Certified Outage Technical Manager (COTM) during system outages and high impact issues.
• Drive Customer Satisfaction through the established CSAT survey mechanisms (PPE & Relationship) and by providing services that are fully compliant with the SLA/KPI.
• Establish Escalation management according the contractual terms.
• Facilitate critical Service Assurance action/recovery actions in close relationship with all Service Assurance delivery functions.
• Ensure operational readiness across all E2E operations stakeholders in running and new project and technology introduction.
• Represent requirements for project-specific processes & tools.
• Pro-actively support network performance, change management, business opportunity identification as well as in the end-to-end lessons learned process.

• Break boundaries and barriers
• Mobilize teams and grow potential
• Project a winning mindset

• Able to work in a multicultural environment, across different countries or organizations
• Adaptability
• Decision making
• Managing execution
• Negotiating skills
• Presentation skills
• Analyze operational & commercial risks and define mitigation strategies with key stakeholders
• Business acumen & cost management
• Change Management
• Communicate clearly and concisely
• Customer focus

• Knowledge of NOC/GNOC processes (e.g.; incident restoration, network change management, ...)
• Experience in Maintenance, Network Operations and/or Technical Support activities
• Experience in telecom technical domains
• Knowledge of e-2-e Service Assurance Operating Model
• Knowledge of proactive & preventive maintenance strategies, tools and techniques
• Knowledge of NOC/GNOC tools: REMEDY, NetCool, BMC, Nerve Center and other platform tools
• Broad Multi-Vendor Product knowledge
• Business case development skills
• Engineering background or equivalent experience
• Experience in Incident management & coordination