DirecciónThe Global Infrastructure & Operation Department (GIO) was created to enable high speed execution of the Group’s IT transformation projects and to run global services.
GIO is part of the Air Liquide IT legal entity. It delivers IT infrastructure services to Air Liquide BIS (Business Information System) teams worldwide. The IT infrastructure scope includes services spanning the following IT domains: Network and Telecom; Cloud; Security; and End User Computing;
The Americas Hub team within GIO is responsible for ensuring the delivery of all GIO services across the Americas. The GIO Americas Hub team supports over 25,000 employees across over 1,600 locations in North and South America.
The GIO Network & Telecom (N&T) Service Line is based on 4 pillars:
Solutions Engineering: Vision & Expertise for technologies and services
Service Delivery : Ensure the provision of the network accordingly to customer needs
Operations Management: Network operations excellence
Telecom Expense Management: Control efficiency
The Network & Telecom Operations Analyst works under direct supervision of the Network & Telecom Operations Manager and/or the Network & Telecom Operations Lead and follows a variety of established procedures along with verbal and written instructions. As the first point of escalation, Network & Telecom Operations Analyst will work on all open and active incidents to manage and drive resolution with carriers and 3rd party network vendors.
You must have excellent communication and organizational skills, especially in identifying technical solutions and achieve the best customer satisfaction for system services.
Customer Management
Act as a primary representative of the Network and telephony during any incident and drive issues to resolution
Accountable for customer management and communication between vendors and customers.
Under supervision, manages outage bridges to drive quick resolution to customer-impacting issues
Operations Management
Oversees troubleshooting of service problems dealing with performance, network or voice hardware problems, network problems and application issues escalated by L1 & L2 Outsourcer teams.
Identify, notify, and escalate network issues.
Work in portals for carriers and device management to gather information and drive resolution.
Tracks and updates problems in the trouble ticketing system
Er du et MATCH?
Experience
Education Requirements
Associates Degree or relevant experience in IT
General Requirements
Minimum one (1) year experience in a Network Operations Center, Troubleshooting and/or Surveillance environment.
5+ years of Supplier relationship management
Fluency in English is mandatory (additional language capabilities are a plus).
Knowledge specific to the position
Good understanding of running a service organization around network technologies and services: WAN, LAN, WiFi, VoIP
Good understanding of service management tools for event management, provisioning, and monitoring
Proficiency in managing service providers, outsourcing companies, across virtual teams and global geographies.
Experience with Velo Cloud Orchestrator or other SD-WAN technologies.
Critical Competencies
Customer and service-oriented.
Able to communicate with impact - proven interpersonal, analytical, presentation, and organizational skills.
Ability to collaborate and operate within a matrix organization.
Ability to effectively prioritize and execute tasks in a high-pressure environment.
Ability to adapt and handle changing environments.
Solution-focused decision making.
Ability to create reports in Service Now, Power BI and Google Sheets.
Vores forskelligheder er vores styrke
Hos Air Liquide er vi forpligtet til at opbygge en mangfoldig og rummelig arbejdsplads, der favner mangfoldigheden blandt vores medarbejdere, vores kunder, patienter, interessenter i samfundet og kulturer over hele verden.
Vi byder velkommen og behandler ansøgninger fra alle kvalificerede ansøgere, uanset deres baggrund. Vi er stærkt overbevist om, at en mangfoldig organisation åbner muligheder for, at folk kan udtrykke deres talent, både individuelt og kollektivt, og det er med til at udvikle vores evne til at innovere, fordi vi derved realiserer vores grundlæggende principper, arbejder for vores succes og samtidig skaber et engagerende miljø i en verden i forandring.
